Skip to content

Case studies

The work, on the record.

Selected engagements, anonymised where clients prefer quiet. References available in conversation.

GCC retail groupRetail

A support operation rebuilt in eight weeks

Fourteen brands, one Freshdesk instance nobody trusted. We re-architected the desk, retrained the team and cut first response from nine hours to forty minutes.

  • 9h → 40m first response
  • CSAT 71 → 93
  • Zero attrition in year one
Regional logistics operatorLogistics

Exceptions handled before customers noticed

We connected telematics, the TMS and Freshservice so delivery exceptions opened their own tickets — with context — before the first customer call.

  • 68% of exceptions pre-empted
  • 22% fewer inbound calls
  • Renewal signed early
Private healthcare networkHealthcare

Patient support with clinical discipline

A bilingual patient-services desk with quality sampling on every interaction category, built and operated by Kelcis under the network's own brand.

  • 100% interactions sampled
  • 4.9/5 patient rating
  • 3 clinics onboarded since

Tell us what isn’t working — or what should work better. We’ll tell you honestly whether we’re the right firm for it.

Start a conversation