"The changes in how we approach our customers, how they engage with us, and how they feel about our service and support are night and day compared to a year and a half ago."
Growth is exciting. It's also really good at exposing operational cracks.
When GOLFZON first partnered with Boldr, the challenge was pretty straightforward: support a rapidly growing customer base without compromising the premium experience customers expected from the global leader in golf simulator technology.
What started as a customer support engagement has since evolved into something much bigger.
Over the past year and a half, GOLFZON and Boldr have worked together to build a stronger, faster, more proactive CX operation. Along the way, we've reduced resolution times, increased customer engagement, improved operational performance, and laid the groundwork for future growth, AI initiatives, and global expansion.
Today, the focus isn't just on supporting customers when something goes wrong. It's on onboarding, education, proactive outreach, relationship-building, and preparing the business for what's next.
The challenge: growing without losing what made customers love the brand
GOLFZON's customers don't buy just any golf simulator. Whether it's a commercial venue investing in multiple bays or a dedicated golfer building out a dream home setup, they expect a premium experience from start to finish.
As GOLFZON expanded across North America, those expectations sure didn't get any lower. Customers still expected fast answers, knowledgeable support, and someone to pick up the phone and help solve a problem when needed.
At the same time, GOLFZON was preparing for a much bigger future. The company was taking on increased responsibility for global support operations outside of Korea, China, and Japan, while also planning for significant customer growth.
The challenge wasn't just handling more tickets; it was figuring out how to significantly scale customer experience without turning it into a dry transaction.
The solution: building a CX operation designed for growth
The partnership began by establishing a dedicated support team capable of delivering the technical expertise and high-touch service GOLFZON customers expected.
Boldr recruited and trained team members who could quickly become an extension of the GOLFZON brand, handling customer inquiries, troubleshooting issues, and supporting customers across multiple markets.
But once a solid foundation was in place, the conversation changed. Instead of asking, "How do we keep up?" the teams started asking, "How do we get better?"
Together, GOLFZON and Boldr refined escalation processes, improved workflows, strengthened quality programs, and created more efficient ways to support customers without sacrificing the personal experience that sets the brand apart. Over time, the focus expanded beyond support and into the broader customer journey.
From reactive support to proactive engagement
One of the biggest shifts over the course of the partnership has been GOLFZON's move toward proactive customer engagement. Rather than waiting for customers to reach out when something goes wrong, the team has invested in onboarding, education, outreach, and relationship-building. The thinking is refreshingly simple.
"Let's form relationships. You’re going to be talking to our customers anyway, so let’s pick up the phone and call them."
- James McDonald, Chief Customer Officer, GOLFZON
That mindset has helped transform customer interactions from one-off support conversations into longer-term relationships.
Preparing for AI without losing the human touch
Like many growing companies, GOLFZON is actively investing in AI, automation, and Salesforce as the foundation for future customer operations. But the goal isn't automation for automation's sake; it’s making customer experiences better.
"AI is fantastic. But it's just a tool."
That perspective has helped shape GOLFZON's approach to customer experience. Technology can make teams faster and more efficient, but relationships still matter. As the business grows, GOLFZON is focused on using AI to support great customer experiences, not replace them.
The results: faster resolutions, happier customers, and a stronger foundation for growth
The operational improvements have been significant, but what's most impressive is that they happened while GOLFZON continued growing.
Escalated case resolution times dropped from 17+ days to under 3
For many GOLFZON customers, simulator downtime isn't just inconvenient; it can directly impact revenue. A year and a half ago, escalated cases could take more than two weeks to work through. Today, that number is under three days.
"Last year, it took us over 17 days. In 2026 so far, it's under 3 days."
Faster resolutions mean less downtime for customers, less frustration, and a much smoother overall experience.
Customer satisfaction remains consistently high
As support operations expanded and customer engagement increased, customer satisfaction scores remained strong, consistently landing between 4.5 and 4.7. For a company scaling as quickly as GOLFZON, maintaining that level of satisfaction is no small feat.
Quality stayed high while operations scaled
The team maintained a 91% QA score while continuing to improve processes, handle growing demand, and expand responsibilities. In other words, they didn't have to choose between speed and quality.
Proactive engagement increased by nearly 700%
One of the clearest signs of GOLFZON's evolution is the dramatic increase in proactive customer engagement. Outbound engagement increased by approximately 700% year over year as the team invested more heavily in customer outreach, education, and relationship-building.
Interestingly, those efforts didn't create more operational headaches; they helped reduce them. As James noted:
"Call volume goes up, but handle time goes down and CSAT goes up."
It's the kind of result that tends to happen when customers feel supported before problems become bigger issues.
Looking ahead
GOLFZON expects customer growth of roughly 40% and is continuing to expand its responsibilities across global support operations.
To prepare, they’re investing in Salesforce as a centralized customer platform, strengthening its knowledge management capabilities, expanding proactive customer programs, and exploring new ways to combine AI with human expertise.
The goal isn't just to handle more customers, it’s to continue delivering the kind of experience customers really remember. Reflecting on our partnership, James summed it up best:
"We could not do that without the people in this room."
What started as a support partnership has become a strategic collaboration focused on helping GOLFZON scale without losing sight of the relationships that helped build the business in the first place.
