Peak Pure & Natural empowers customers to make informed wellness decisions through a trusted portfolio of natural health products. In 2025, inbound call volume declined by 22.6% due to market shifts. Under standard call center models, this level of volume decline typically results in significant revenue loss. Instead, Tollanis protected revenue by maximizing the value of every customer interaction, increasing revenue per call by 13.5% and recovering over $917K revenue.

The Challenge: Scaling Smart Amid Changing Demand

As Peak expanded its product portfolio and customer base, its internal teams faced mounting pressure. Agents managed order processing, product guidance, refunds, shipping issues, and escalations — often simultaneously.

Peak faced four clear challenges:

• Increased workload on internal customer service teams
• Difficulty scaling staffing during seasonal and promotional spikes
• Rising operational costs affecting profitability
• The need for knowledgeable agents who could guide customers confidently across a broad product suite

When inbound call volume later declined due to market conditions, Peak still needed to protect revenue and customer experience — not simply cut costs.

Solution: Purpose-Built, Revenue-Focused Support

Tollanis deployed a dedicated inbound sales and customer service team aligned with Peak’s revenue and customer experience goals. Product-trained agents managed order processing and purchase guidance, while an OMS-embedded service team handled refunds, shipping issues, and escalations. Supported by ongoing technical and operational oversight, Tollanis operated as a seamless extension of Peak’s internal team while maximizing revenue from every interaction.

Key Elements Delivered:

• Dedicated, product-trained inbound sales and order processing team
• OMS-integrated customer service team managing end-to-end issue resolution
• 90% reduction in escalations reaching Peak’s internal teams
• Continuous technical and operational performance support
• Sales-focused service approach maximizing revenue per interaction

The Results: Efficiency That Delivered Under Pressure

When inbound demand decreased year-over-year, Tollanis-trained agents didn’t just maintain performance — they increased efficiency at every interaction. Creating significant impact of $917K+ Revenue Recovered in 2025 Through Higher Revenue Per Interaction

Measurable Impact (2024–2025)

• Revenue per call increased by $11.76 (from $87.22 to $98.98), a 13.5% improvement
• Conversion rates improved to 54.74%
• 90% reduction in customer service escalations, easing internal workload
• 178K+ inbound calls handled across two years with consistent quality

Despite decline in call volume, Tollanis helped Peak limit revenue impact by maximizing average order value and conversion performance on every interaction.

Client Perspective

“Tollanis has been a key partner in helping our company manage inbound order processing. Our dedicated team of inbound agents is knowledgeable about our product line-up and helps customers make informed decisions about which products are best for them.

We have maintained a consistent team of agents with very little turnover in the several years we’ve worked together. Due to the success of the inbound team, we also added a dedicated customer service team to ease call volume on our internal staff.

This customer service team works directly inside our order management system to resolve refunds, complaints, shipping issues, and other service-related matters. They have reduced customer service escalations to our office by 90%.

Tollanis’ tech team is highly responsive and supports solutions that align with both our customer and sales goals while working within the structure of our internal OMS. Management and client support are accessible and involved. We truly think of Tollanis as an extension of our team and highly recommend them.”
— Julie McManus, Managing Partner, Peak Pure & Natural

Why It Worked

Tollanis focused on interaction efficiency rather than call volume. By combining deep product expertise, sales-aware conversations, and tightly integrated operations, each customer interaction was converted into a revenue opportunity while maintaining consistent service quality and reducing internal operational strain.