Peak Pure & Natural empowers customers to make informed wellness decisions through a trusted portfolio of natural health products. As demand evolved and inbound volume fluctuated, Peak needed more than basic call handling — it needed a partner that could maximize every customer interaction. Tollanis delivered a high-efficiency inbound and customer service operation that protected revenue, improved conversion performance, and reduced internal strain, even during market shifts.

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 designed and deployed a dedicated support model aligned directly to Peak’s sales and service goals.

Inbound Order Processing Team

Tollanis trained a stable team of inbound agents on Peak’s complete product lineup and buying journeys. These agents:

• Guided customers toward informed purchase decisions

• Processed orders quickly and accurately

• Maintained deep product expertise with minimal turnover

Customer Service Operations Team

Tollanis embedded a dedicated service team directly inside Peak’s Order Management System (OMS). This team:

• Resolved refunds, shipping issues, complaints, and escalations

• Reduced service issues reaching Peak’s internal office by 90%

• Delivered consistent, empathetic support across all customer touchpoints

Technology & Management Support

Tollanis supported Peak with:

• Rapid technical assistance aligned to Peak’s OMS

• Ongoing leadership oversight and active escalation management

• Operational alignment between service quality and sales performance

Together, these teams functioned as a true extension of Peak’s organization.

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.

Measurable Impact (2024–2025)

• Revenue per call increased by $11.76 (from $87.22 to $98.98), a 13.5% improvement

• $867,688 in recovered revenue efficiency on 2025 call volume

• Conversion rates improved to 54.74%, remaining consistently above 53% across both years

• 90% reduction in customer service escalations, easing internal workload

• 174,000+ inbound calls handled across two years with consistent quality

Despite a 26.5% decline in call volume, Tollanis helped Peak limit revenue impact by maximizing average order value and conversion performance on every interaction.

Why It Worked

Tollanis focused on efficiency — not volume. By combining product expertise, sales-aware conversations, and tightly integrated operations, agents transformed each call into a revenue opportunity rather than a cost center.

Peak customers experienced:

• Faster, more accurate responses

• Confident product guidance

• A smoother, more reliable purchasing journey

Peak’s leadership gained:

• Lower operational strain

• Predictable service quality

• A scalable, cost-efficient support model built for long-term growth.

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

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The Bottom Line

Tollanis helped Peak Pure & Natural protect revenue, improve efficiency, and strengthen customer experience — even as market conditions changed. By maximizing every interaction, Tollanis delivered results that went beyond call handling and positioned Peak for sustained, confident growth.