Jesse Clauss

Sr. Manager Contact Center Optimization, Nutrisystem

Nutrisystem offers consumers a variety of weight-loss plans that include comprehensive support and coaching options from trained weight-loss coaches, registered dietitians, and certified diabetes educators available seven days a week.  

Supernova Award Category: 
Tech Optimization and Modernization
The Problem: 

Nutrisystem faced challenges with their on-premises contact center solution, hindering their ability to efficiently support remote work and integrate various systems. Additionally, the lack of scalability and flexibility posed limitations for meeting future needs. 

The Solution: 

Nutrisystem identified the limitations of their on-premises contact center solution, particularly in supporting remote work and integrating systems. They selected the right technology by partnering with CDW, who understood their unique needs and recommended Five9 for its AI and automation capabilities. Through demos and customer references provided by Five9, Nutrisystem was convinced of the platform's ability to address their challenges effectively. 

The Results: 

The implementation of Five9 at Nutrisystem brought about transformative changes in their operations and set a new standard for the industry. Before the project, Nutrisystem grappled with an outdated on-premises contact center solution that hindered remote work and lacked integration capabilities. However, after transitioning to Five9's cloud-based solution, Nutrisystem experienced immediate cost savings of 15% to 20% in technology and telecommunications costs. The integration of Five9's Workflow Automation and Global Voice streamlined their customer interactions, leading to improved efficiency and performance-based intelligent routing. This shift enabled Nutrisystem to enhance their customer experience significantly, as demonstrated by their ability to auto-route leads and prioritize customer interactions effectively. Moreover, the simplified platform empowered Nutrisystem's internal teams to make necessary changes swiftly, reducing reliance on IT partners and enhancing agility. Overall, the adoption of Five9 not only addressed immediate challenges but also positioned Nutrisystem for future growth and scalability, showcasing its disruptive potential within the industry. 

Metrics: 

Before implementing Five9, Nutrisystem struggled with an outdated on-premises contact center solution, leading to difficulties in supporting remote workers and limited integration with other systems. This resulted in higher technology and telecommunications costs, inefficiencies in customer interactions, and reduced agility in adapting to changing business needs. 

After transitioning to Five9's cloud-based solution, Nutrisystem experienced significant improvements across various metrics. They achieved a 15% to 20% cost savings in technology and telecommunications costs, demonstrating immediate financial benefits. Additionally, the adoption of Workflow Automation and Global Voice led to enhanced performance-based intelligent routing, resulting in improved efficiency in customer interactions and reduced wait times. Moreover, the integration capabilities of Five9 allowed for easy integration with CRM and UC platforms, enabling seamless data exchange and enhancing overall productivity. 

Overall, the implementation of Five9 resulted in a more cost-effective, efficient, and agile contact center operation for Nutrisystem, highlighting the tangible benefits of the solution in addressing their initial challenges and driving positive outcomes.

The Technology: 

Nutrisystem leveraged Five9's Workflow Automation, Global Voice, Visual IVR, and Supervisor Plus solutions to address their challenges and enhance their contact center operations. These technologies enabled intelligent routing, cost savings, remote work support, and seamless integration with CRM and UC platforms, empowering Nutrisystem to achieve their goals efficiently. 

Disruptive Factor: 

Nutrisystem's migration to Five9's cloud platform reduced technical debt, enabling a 15%-20% cost savings in technology and telecommunications. Before the shift, they faced difficulties in updating on-premises systems and lacked integration, hindering remote work support. The project significantly improved operational efficiency, enhancing customer experience. By proactively addressing technical debt, Nutrisystem demonstrated forward-thinking, setting them apart in the industry and paving the way for disruptive innovation. 

Shining Moment: 

Nutrisystem’s agility and dedication during the rapid implementation of Five9's solutions, ensuring a seamless transition to remote work within 90 days. This achievement underscores their commitment to innovation and customer satisfaction, setting a new standard for operational excellence in the industry. 

About Nutrisystem

Nutrisystem is a leader in the weight loss industry, having helped millions of people lose weight for over 50 years. Nutrisystem offers safe, effective and scientifically backed weight loss plans, with a distinguished Science Advisory Board and strong clinical studies. All plans include comprehensive support and coaching options from weight loss coaches from an award-winning contact center.