Projects that moved the needle
Real engagements, real challenges, real results. Each case study shows the team structure, tools, and metrics that made the difference.
PeakShift Logistics — 85% Faster Carrier Response
A Dallas-based freight brokerage with 400+ daily carrier calls and a 3-person dispatch team. 14-minute average wait times, dropped CSAT, and the founder handling support calls at night.
BRN deployed an 8-agent dedicated inbound team trained on their TMS, carrier workflows, and escalation paths. Go-live in 3 weeks.
NovaSpark Solutions — Engineers Back on Product
An Austin SaaS company whose engineers were spending 30% of their time on L1 tickets — password resets, sync errors, billing questions, and onboarding hand-holding.
BRN placed a 4-agent L1/L2 product-trained team via Freshdesk with a defined escalation matrix and a knowledge base built end-to-end in week two.
Hommlie — 60% Sales Increase
Hommlie needed customer support, lead generation, and sales operations managed at scale without building in-house headcount. Inquiry leakage was costing revenue weekly.
BRN became an extension of the Hommlie team, handling support, lead qualification, and follow-up calling with a dedicated team trained on their product and brand voice.
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