Shapewear, Roller Coasters, and Borrowed Cars Walk Into a Contact Center
Three companies that couldn't look less alike run the same architecture underneath: CRM-first, no stored PII, deployment in weeks, and one number each that moved.
SPANX sells confidence in the form of shapewear. Herschend sells wonder in the form of roller coasters and Ozark caves. Turo sells the keys to somebody else's car. Line the three up and nothing connects a 400-person retail brand, a 22,000-host theme-park dynasty, and the world's largest car-sharing marketplace. Look at the plumbing, though, and the same blueprint shows up three times.
That blueprint is unglamorous and, for exactly that reason, worth studying: a CRM-first, cloud-native contact center built on UJET, real-time configurability in place of vendor tickets, deployment measured in weeks — sometimes hours — and, in each case, one hard number that moved fast enough to notice. Three industries that agree on almost nothing agreed, independently, on the same architecture. Here is what that pattern looks like when you pull it apart.
Story One — RetailSPANX and the Ability to Sleep at Night
When SPANX transitioned to a new Business Process Outsourcer, its legacy telephony system simply couldn't keep pace. Every change to the Interactive Voice Response system meant filing a request and waiting on external support. Real-time CRM integration was difficult. Agent productivity leaked out through the seams of rigid technology. For a brand whose entire promise is a smooth, seamless foundation, the contact center was doing the opposite.
SPANX evaluated several VoIP and telephony providers before choosing UJET, and the deciding factor was control. UJET's cloud platform allowed instant IVR adjustments with no external dependency — the team could change a menu, reroute a queue, or update a message on its own, in real time. A standout capability was queue-level hold messaging: because SPANX serves customers across many countries, it could deliver region-specific messages while callers waited, marketing different products to different audiences while respecting each customer's marketing preferences.
"UJET helps my team sleep at night, knowing we don't have to mitigate constant issues or downtime."
Kylah FieldVice President, Global Customer Experience & Insights, SPANX
Four years in, that is the metric SPANX leads with — not a percentage, but a posture. The platform has delivered minimal disruption over that span, letting agents focus on service instead of firefighting. In an industry obsessed with dashboards, "operational stability, sustained" is the quiet result that makes every other number possible.
Story Two — Theme ParksHerschend Unifies Four Dozen Properties
Herschend Family Entertainment is the largest family-held themed-attractions company on earth. Founded in 1950 and still family-owned, it runs more than 26 attractions — iconic names among them, including Dollywood and Silver Dollar City — spread across a portfolio of over four dozen properties, powered by roughly 22,000 hosts who practice what the company trademarks as Heartspitality: the intersection of heart and hospitality.
Three years ago, Herschend set out to solve a fragmentation problem. Its contact centers were scattered across locations and systems, making a consistent guest experience hard to deliver and seasonal volume swings hard to absorb. The company wanted a single, modern, cloud-based platform that could unify omnichannel communication — phone, text, chat — and scale up and down with the calendar. It chose UJET, deploying a centralized voice-plus-digital solution with analytics and AI built in, customized to Herschend's own pace and operational complexity.
"UJET is more than a vendor; they are a strategic partner invested in our success. They are a perfect match for an organization seeking a modern, customer-centric contact center platform."
Vince MaventeContact Center Director, Herschend Family Entertainment
The gains are notable precisely because of how they were earned. Herschend didn't buy a better call script; it met guests on the channels they already preferred, and loyalty followed — a 9% NPS lift purchased with convenience rather than campaigns. Next on the roadmap: UJET's Workforce Management, advanced analytics, and deeper AI integration.
Story Three — Car SharingTuro: Live in Hours, ROI in Days
Traditional conversational analytics is a slow, expensive ritual: six to twelve months of implementation, consultant-led taxonomy building, and integration that crawls. The insight arrives long after the invoice. And the waiting has a price — UJET pegs the loss at roughly $7 for every avoidable customer interaction, which means half a year of blindness can cost millions. Worse, sampling leaves teams in what UJET calls the "95% blind spot," reacting to a sliver of their own data.
Turo, the world's largest car-sharing marketplace, took the opposite route. It unified its support operations on UJET CCaaS plus Spiral, UJET's conversational-analytics platform, which processes 100% of conversations across every channel — no sampling — and builds its own issue taxonomy autonomously, with no tagging, no spreadsheets, and no consultants. Setup is measured in hours to three days, not quarters. Spiral surfaces the primary contact driver, the sub-issues beneath it, and the sparse emerging signals that appear weeks before a dashboard would ever move.
Turo's measured impact — achieved in just three months.
"Spiral's AI transformed our approach and helped us build a Voice of the Customer program that is smart and strategic, by capturing structured feedback during the support journey."
Julie WeingardtChief Operations Officer, Turo
By instantly flagging which topics drove customer effort and which complex conversations were slipping through, Turo optimized its knowledge base and retrained agents on the exact right subjects — the direct engine behind that 28-second handle-time cut. This isn't faster reporting, Weingardt notes; it's faster, more precise action based on root-cause clarity.
The Common ThreadDifferent Paint, Identical Engine
Line the three stories up and the shared architecture becomes obvious. The through-line is how the system is built, not what industry it serves.
CRM-first, real-time IVR, cloud-native
Unified omnichannel, deployed to its own pace
CCaaS + Spiral, live in hours, 100% of data
A CRM-first design means the customer record — not a stack of stored PII living inside the phone system — is the source of truth. Agents get a unified view, companies hold less sensitive data, and real-time integration stops being a project. Cloud-native configurability replaces vendor-ticket lag with direct control, which is why SPANX can change an IVR on the fly and Turo can go live in hours instead of quarters. And because deployment is measured in weeks or days, each company saw a concrete result quickly: stability at SPANX, efficiency and loyalty at Herschend, speed and satisfaction at Turo.
There is enough distinct material in each of these turnarounds to run as three separate features. But told together they make a sharper point than any one of them could alone. When the same unglamorous blueprint produces stability for a retailer, loyalty for a theme-park operator, and three-month ROI for a marketplace, the blueprint is the story.