Hanna Andersson, a premium children’s apparel retailer, sought to transform its underutilized cloud contact center to deliver consistently high-touch customer experiences. Despite moving to the cloud, manual workflows, low adoption, and misconfigured tools limited performance. By recommitting to the Five9 Intelligent CX Platform, Hanna retrained agents, optimized dashboards, and implemented Workforce Management and digital engagement tools. The transformation eliminated a 10,000-email backlog, increased service levels by 33%, and reduced abandonment to under 3%. Cross-training and automation empowered agents to meet SLAs, boosted morale, and enabled scalable growth—helping Hanna achieve industry recognition for customer service excellence.

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