This document summarizes how HGS partnered with a publishing company to improve efficiency and reduce costs by handling their customer service and internet support programs. HGS centralized operations, reduced training time, and standardized processes. This allowed them to reduce agents needed by 20% and average handle time by 35%. HGS also implemented new solutions like e-faxing, data analysis, and voice recognition to further cut costs and improve customer experience. Through these partnerships, HGS helped the client realize significant operational improvements and cost savings.