How a global multi-brand investment leader maintained 93% CSAT and recovered $22,000 in revenue.

Executive overview.

Client profile.

This premier consumer-focused private investment firm manages a diverse portfolio of high-growth brands, overseeing over $2 billion in aggregate enterprise value. Operating across North America and Europe, the company targets and scales distinctive brands across the beauty, wellness, and lifestyle sectors. This involves coordinating a complex ecosystem of multiple high-end labels, diverse e-commerce systems, and an expansive network of over 50 global retail and wholesale partners. The firm requires a sophisticated, multi-functional CX and back-office infrastructure capable of scaling nimbly while maintaining the high brand standards and financial rigor expected by its partners and investors.

Case summary.

Facing increasing operational complexity from an expanding brand portfolio, the firm enlisted Awesome CX to transform its fragmented support functions into a unified, dynamic CX engine. What began as a frontline customer service engagement in 2023 rapidly evolved into a comprehensive partnership covering sales operations, accounts payable, and vendor management across 50+ domestic and international partners. This strategic collaboration has achieved a consistent 93% CSAT score and delivered direct financial benefits, including the recovery of $22,000 through proactive carrier loss claim management. By centralizing knowledge and assuming end-to-end ownership of critical back-office workflows, Awesome CX provides the investment firm with scalable, data-driven support that accelerates portfolio growth while protecting its bottom line.

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The challenge.

As this top private investment firm’s portfolio grew across global consumer brands, leadership faced the need for operational support capable of tackling increasingly diverse systems and distinct customer bases. The primary challenge was the fragmentation of data and processes. Localized documentation and manual workflows created friction points that threatened to slow down resolution times as volumes increased. The firm required a partner that could not only keep pace with the rapid scaling of its brands, but also maintain pristine quality and oversight to satisfy consumers and investors alike.

Beyond customer-facing support, the portfolio’s expansion introduced massive complexity in back-office sales and financial operations. Managing order entry, invoice validation, and transaction processing within SAP for over 50 vendors - including major international retailers - called for highly specialized talent. The firm sought an integrated model, aligning customer experience, financial governance, and sales coordination to protect revenue and secure visibility across its vast vendor network while fuelling growth. 

The solution.

Awesome CX architected a holistic operational model designed to function as a seamless extension of the investment firm’s internal leadership. To address the complexity of multi-brand CX, our team focused on streamlining interactions and processes through total knowledge centralization. By replacing fragmented documentation with a single, authoritative knowledge base and refining macros within the CRM, we enabled agents to resolve inquiries with greater speed and accuracy. To ensure continuous optimization, we implemented daily ticket analysis and ongoing quality reviews, enabling team leads to detect and resolve emerging issues proactively before they impacted customers.

The partnership soon expanded beyond frontline services to encompass a comprehensive back-office and sales operations engine. To handle the end-to-end management of 50+ domestic and international vendors, Awesome CX developed a dedicated resource structure. Our team took on order entry and invoice validation within SAP in addition to managing complex discrepancy tracking for damage and defect fees. By integrating CX with financial operations like accounts payable and receivable under one operating model, we created a unified workflow where customer-facing insights could immediately inform financial governance and vendor decision-making.

To fully support the investment leader, Awesome CX targeted proactive operational ownership. Rather than operating as a reactive add-on, our team actively worked within the client’s daily operations to identify and close hidden sources of revenue leakage. One key example is the identification of inconsistencies in carrier loss claims filing. We assumed full ownership of these processes, clearing legacy backlogs and implementing a sustainable, secure filing system. This proactive stance allowed us to protect the firm’s revenue and strengthen financial controls while alleviating the administrative burden on its internal leadership teams.

The results.

The investment leader’s strategic partnership with Awesome CX enabled it to scale its portfolio with total confidence. This is clear in the consistent, measurable improvements delivered across both customer satisfaction and financial performance. Through streamlined workflows and a centralized knowledge infrastructure, the investment leader enjoys a reliable 93% CSAT score across its diverse consumer brands. This strong service quality directly supports customer retention and loyalty even as interaction volumes and complexity increase.

Awesome CX’s back-office support has provided the firm with a high-governance framework tailored to its 50+ global vendors. Through the development of transparent financial workflows and structured order entry within SAP, the multi-brand investment company gains the operational stability required to manage and expand its increasingly complex retail partnerships. These improvements have not only increased the firm’s speed-to-market, but have also ensured that all vendor-related transactions remain accurate, timely, and well-governed.

The financial benefits of the partnership are most evident in Awesome CX’s proactive ownership of carrier loss claims. Through delegating these processes to our team, the firm gained the direct recovery of $22,000 with no administrative burden. In addition to a bolstered bottom line, this proves that a unified CX and back-office model can serve as an active revenue booster. Ultimately, what began as a support-focused engagement has evolved into a resilient, multi-functional engine that accelerates the firm’s growth through true operational collaboration and shared accountability.