The story

Some 35 years later, Callaway Golf (NYSE: Ely) has become one of the world’s most recognized sporting goods brands, creating innovative products that help golfers hit longer and straighter from the tee, and make smooth, accurate putts. From the legendary Big Bertha (and Great Big Bertha) driver—lauded as “the greatest club of all time” by Golf Digest—to apparel, footwear, bags, clubs, and accessories, Callaway equipment has made its mark on the sport of golf worldwide.

Today, the Carlsbad, California-based company boasts earnings of $872.21 million, and markets its products in more than 70 countries worldwide. As a giant consumer-facing brand, Callaway makes it a priority to stay in touch with its customer base, which includes pro shops, sporting goods stores, plus the amateur and professional golfer. Communication is key.

Callaway came to realize that the service it got from its initial provider wasn’t what it needed. The system still functioned, that was for sure, but it didn't get the proper level of voice deployment that Callaway needed. More importantly, this provider had no plans for Callaway’s future and how its communication might change going forward. The golf company needed a partner that could offer demonstrably superior service, maintaining the system and plotting a course for what would come next.