Case Study — Contact Center
How Aureon Eliminated Long Hold Times and Delivered Always-On Support for Bloomingdale Communications
Aureon's Contact Center team replaced unreliable after-hours support with brand-consistent, 24/7/365 coverage, answering calls in under 30 seconds, every day of the year.
Partnership Overview
Unreliable After-Hours Support Was Failing Customers
Bloomingdale Communications relied on a third-party provider for after-hours IT Help-Desk and Customer Care, but the experience was inconsistent at best. Long hold times, uneven service quality, and lack of brand alignment left customers frustrated and leadership without confidence in their after-hours coverage.
As a telecommunications provider, Bloomingdale's customers expect fast, knowledgeable support at any hour. The gap between that expectation and what their previous partner delivered was damaging both customer trust and the Bloomingdale brand.
Extended Hold Times
Customers waited far too long to reach a live agent, creating frustration and signaling an unreliable service experience that reflected poorly on Bloomingdale.
Inconsistent Service Quality
Lack of standardized training and call-handling procedures meant customer experiences varied widely depending on which agent answered the call.
A Customized After-Hours Program Built Around Bloomingdale's Standards
Aureon invested in understanding Bloomingdale's exact call-handling procedures, customer expectations, and brand voice before deploying a single agent. Every team member was trained to represent Bloomingdale as if they were internal staff, following specific scripts, protocols, and terminology aligned to Bloomingdale's service standards.
Monthly performance reporting and regular management check-ins kept both teams aligned, with data driving continuous improvement and direct access to Aureon leadership ensuring accountability at every level.
Brand-Aligned Agent Training
Every Aureon agent completed Bloomingdale's full call-handling training, including specific procedures, terminology, and escalation protocols to ensure seamless brand representation.
24/7/365 Coverage
Aureon operates around the clock every day of the year, no gaps for holidays, weekends, or off-hours, so Bloomingdale's customers always reach a live, knowledgeable agent.
Monthly Performance Reporting
Comprehensive monthly reports covering call volume, answer times, resolution rates, and trends, backed by regular management check-ins and direct leadership access.
Hands-On Management Support
Aureon provided ongoing management oversight and regular collaborative check-ins, ensuring continuous alignment with Bloomingdale's evolving needs and service standards.
Long Hold Times Are a Thing of the Past
Bloomingdale Communications now operates with complete confidence in their after-hours support. Calls are answered in under 30 seconds, issues are resolved in under 7 minutes, and brand-aligned agents represent Bloomingdale exactly as internal staff would, every hour of every day. As John Schneider, Network Administrator, put it: "Long hold times are a thing of the past."
Under 30-Second Answer Times
Customers now reach a live agent in under 30 seconds, a dramatic improvement over the extended hold times that defined the previous provider relationship.
Under 7-Minute Issue Resolution
Most after-hours support issues are resolved in under seven minutes, delivering fast, efficient outcomes that reinforce Bloomingdale's reputation for quality service.
Key Results
Calls answered in under 30 seconds, replacing the extended hold times customers experienced with the previous after-hours provider.
Most after-hours support issues are resolved in under seven minutes, delivering fast, efficient outcomes for Bloomingdale's customers.
No gaps for holidays, weekends, or off-hours. Bloomingdale's customers reach a live agent every hour of every day of the year.
Every Aureon agent is trained to Bloomingdale's exact call-handling standards, ensuring seamless, on-brand support with every interaction.
Comprehensive monthly reports covering call volume, answer times, and resolution rates, paired with regular management check-ins for ongoing oversight.
Bloomingdale's customers no longer experience the inconsistent service quality and extended wait times that defined their previous after-hours experience.
"Aureon picked right up and began providing better support than our previous after-hours company. Long hold times are a thing of the past."
A Contact Center Partner Built Around Your Brand
Bloomingdale Communications needed a trustworthy partner to deliver consistent after-hours IT support. Their previous provider left customers waiting, and inconsistent service quality was eroding the trust they had built with their base. They needed more than a vendor. They needed a team that would represent their brand with the same care as their own staff.
Aureon's Contact Center team invested in understanding Bloomingdale's exact protocols, customer expectations, and service standards. Rather than deploying a generic solution, every agent was trained to represent the Bloomingdale brand specifically. Call-handling procedures and terminology were customized so that after-hours callers would never know they had reached an outside team.
The result speaks for itself. Calls are now answered in under 30 seconds, issues are resolved in under seven minutes, and monthly reporting keeps Bloomingdale's leadership informed of every trend. With 24/7/365 coverage and ongoing management support, Bloomingdale can confidently assure customers that help is always available.
Frequently Asked Questions
IT Help-Desk and Customer Care support outside normal business hours, including call handling, issue resolution, monthly reporting, and agents trained to the client's exact call-handling standards. For Bloomingdale, this meant customized scripts, terminology, and procedures so every caller receives a consistent, on-brand experience.
Bloomingdale achieved answer times under 30 seconds and average issue resolution in under 7 minutes. That is a significant improvement over their previous provider, where long hold times were a consistent source of customer frustration.
Aureon provides thorough documentation and customized agent training before taking a single call. For Bloomingdale, agents followed specific call-handling procedures and terminology unique to the brand, ensuring seamless on-brand support that callers could not distinguish from the internal team.
Monthly performance reports covering call volume, answer times, resolution rates, and trends keep Bloomingdale's leadership fully informed. Regular management check-ins and direct manager access ensure any issues are addressed promptly and the program continues improving over time.
Yes. Aureon's Contact Center operates 24/7/365 with no gaps for holidays or weekends. Bloomingdale's customers reach a live, trained agent any hour of any day, giving the company full confidence that support is always available when it matters most.
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