Driving Efficiency and $20M+ in Savings for a Global Activewear Leader

A globally recognized retail brand, founded in the late 1990s, quickly built a reputation for delivering high-quality, performance-focused products. Over the years, the company expanded to hundreds of locations worldwide, becoming a prominent name in the premium retail space. With a strong commitment to innovation and exceptional customer experience, the brand has grown into a market leader within its industry.

Under the guidance of its current leadership, the organization has prioritized international expansion, embraced digital transformation, and advanced its sustainability goals. These strategic pillars have helped the company remain at the forefront of the global retail industry, where customer expectations and operational complexity continue to rise.

Despite its strong market presence, the company faced a pressing need to improve workforce efficiency and elevate overall performance within its customer engagement operations. The internal team sought not just theoretical guidance, but practical, experience-driven support to turn strategy into tangible outcomes. There was a clear desire for a long-term partnership that could offer both strategic direction and executional muscle.

Additionally, building and strengthening internal relationships with key stakeholders emerged as a critical need. The company recognized that uncovering new growth opportunities required deeper alignment and communication across teams, as well as more collaborative, insight-driven conversations about performance and priorities.

The results of this long-standing partnership have been exceptional. The company saw a 250% increase in customer satisfaction (CSAT), signaling a significant improvement in the quality and consistency of its customer experience. Alongside this, automation increased by 225%, a leap that drove more than $20 million in total savings. These outcomes reflect not just operational efficiency gains, but also the success of a collaborative, hands-on approach to workforce management.

By aligning strategy with execution and insights with action, Calabrio helped the brand unlock major performance improvements while reinforcing its commitment to premium service and global scalability. What began as a need for guidance evolved into a highly productive, multi-year partnership—one that continues to fuel growth and efficiency in a highly competitive retail environment.