Brands worked with include: Rosabella · Drink Nectar and other leading 9-figure DTC brands.
The Situation
Rosabella was scaling fast — but their CX infrastructure and their BPO wasn't keeping up. Ticket volume was surging, response times were collapsing, and their self-service experience was nearly nonexistent. Customer frustration was showing up in public: a 1-star BBB rating was actively damaging trust and conversion.
They'd hired more agents. It didn't help. The problem wasn't headcount — it was the system underneath.
The Engagement
Nelson Co CX conducted a full operational audit, then designed and implemented a comprehensive infrastructure overhaul: workflow redesign, self-service buildout, escalation framework, QA system, and team restructuring.
The Results
| Metric | Before | After |
|---|---|---|
| Average response time | 36 hours | 53% reduction |
| Ticket volume capacity | 86k | +88% absorbed |
| Self-service resolution rate | 20% | 78% (sustained) |
| BBB rating | 1.0 stars | 4.12 stars |
| Monthly support cost | $170k+ | −$90,000/month |
All results achieved within 6 months of engagement start.
The Situation
One of the most recognized DTC brands in the country was bleeding money on two fronts: refund rates that had spiraled out of control, and millions in 3PL reimbursements going unclaimed every year. Customer satisfaction was stalled at 60%, and leadership assumed it was a product problem.
It wasn't. It was a CX infrastructure problem.
The Engagement
Nelson Co CX conducted a full diagnostic, identifying the root causes of the refund pattern — unresolved first-contact issues, friction in the returns experience, and a gap in proactive resolution. Simultaneously, a 3PL reimbursement recovery process was built and operationalized from scratch.