Overview
A multi-billion dollar retailer, named in the Forbes Top 100 Most Customer-Centric Companies, enlisted OneReach.ai to transform and modernize their customer experience capabilities. The client wanted to leapfrog competitors, and evolve from an antiquated technology environment, with legacy network and telephony technology, and over 1000 store locations.
In order to simplify these processes and improve the customer experience, our client used AI Agents to build and manage all of these touchpoints through a single, unified AI Agent.
Challenges
The OneReach.ai team closely collaborated with an executive sponsor on the customer side who was deeply invested in the success and adoption of the solution.
The Company faced several challenges in maintaining its high standard of customer service:
- Inefficient management and staff at retail locations led to customer dissatisfaction with call centers
- No centralized customer contact center, resulting in disjointed customer experiences
- Inadequate utilization of SMS hindered effective marketing campaigns
- Needed to reduce technical debt and improve profitability while maintaining a high Net Promoter Score (NPS).
Solution
They identified the need for solutions that could effectively automate and manage phone calls at retail locations. This included establishing a comprehensive customer contact center, implementing intelligent SMS strategies for customer-facing applications, and centralizing communication channels to improve analytics and customer experience.
To address these challenges, the OneReach.ai team worked on three key solutions:
- Intelligent Digital Workers (IDWs): Agentic AI-powered digital colleagues to manage phone calls at retail locations
- Launch of a new customer contact center: Featuring human-in-the-loop capabilities and live agent tools
- Deployment of SMS solutions: Delivering of SMS for all customer-facing applications, including intelligent outbound marketing campaigns.
Results
- 9.7% increase in new sales calls
- $77M annual gross profit improvement
- 47% reduction in calls to stores
- NPS score of 65%
- 350 individual production releases across store locations nationwide.
