Founded in 2008, OneSource Virtual (OSV) pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday. In 2023, the company further expanded the size of its customer support team to keep pace with demand. Because the OSV operates in high-stakes functional areas, including HR and finance, the company needed a solution to ensure up-to-date, accurate information and on-brand communication were systematically communicated to new team members, ensuring the quality of their customer support was seamlessly maintained.

Challenge

COO Michael Roseman knew expanding the support organization would require diligent oversight and proactive coaching for new staff. He also saw it as an opportunity to uplevel the caliber of the team’s communication and overall CSAT, ideally with the ability to surface customer interactions to leadership for greater visibility and quality insights. However, because OSV deals with sensitive client data, the solution also needed to have ironclad data security. 

“Our objectives were obvious: increase efficiency, improve clarity and consistency, reduce customer effort, and provide our team with tools to do their jobs more effectively,” said Roseman. Those objectives, however, needed to be met securely. “It is a requirement that all solutions support our focus on creating and maintaining the most secure environment for sensitive data… We have heightened awareness and concern for properly using our sensitive information.”

Solution

Grammarly Business provided the suite of solutions OSV was seeking with the level of data security they require. After evaluating Grammarly Business for the ability to improve the support team’s written communication, OSV discovered that the generative AI solution from Grammarly Business also afforded them a way to enable an AI strategy with relatively low risk and near-zero implementation time. “Because we’re so attuned to data security, we stepped lightly into the world of generative AI,” he said. “We did not want to risk exposing internal or customer data,” said Roseman.

“Certifications are table stakes, but don’t stop there,” Roseman continues. “It is about the values of the organization and the people who make it up. We wanted a partner that shares our approach to data and has published standards that support their view… I appreciate Grammarly’s stance as a provider of responsible AI. We partner with companies like Grammarly because of our shared values.” 

Grammarly’s security attributes that won the confidence of OSV’s leadership include data encryption via industry-leading protocols, clearly defined and managed user-access controls, anonymization of data, and data minimization and regular audits and testing.

Results

27x ROI via reclaimed time

What began with seeking a solution for OSV’s 600 staff in Customer Support in three countries became a company-wide deployment, where the whole company of 1,000-plus employees was invited to access Grammarly’s tools. Grammarly Business checks grammar, tone, accuracy, and comprehension in real time, and an analysis of the revisions Grammarly most frequently suggests helps their team can see where to focus on creating more education and transparency within the organization. The AI solution expedites and enhances content output by allowing users to draft correspondence and documentation, then offering real-time suggestions to improve it. The time savings per employee delivers 27x ROI.

Since implementing Grammarly Business in June 2023, over 90% of OSV employees have adopted the tool.

3.3% lift to CSAT score

“Grammarly concisely and accurately provides you with options for better-written communication,” Roseman said. “Grammarly helps OSV employees feel confident and professional in communication with customers… The generative AI has broken down barriers by increasing accessibility to information,” Roseman said.” Beyond instilling confidence in customers, Grammarly enables OSV employees to do their best work. “For the period from April 2023 through September 2024, our customer feedback shows a 3.3% improvement in the reduction of effort and increased satisfaction. We started at a high score, so a small move is actually a big deal.”