Overview
This organization is one of the world’s leading learning sciences publishers, supporting students, educators, librarians, and institutions in nearly every country with formal education. As the company grew across product lines and geographies, so did the surface area of their customer experience. The organization operated across dozens of websites, multiple customer segments, and hundreds of thousands of annual touchpoints. The range was wide, from a teacher needing help with a license to an IT administrator managing access for an entire university.
Maintaining a consistent, high-quality customer experience across all of that scale was the challenge OneReach.ai was brought in to solve.
Problems
- Fragmented customer experience: Customer support inside a global learning sciences company is not a single workflow, it’s dozens. Educators, students, librarians, IT administrators, and institutional buyers all arrive with different needs, across different websites, languages, and journeys. The publisher’s customer experience reflected this fragmentation: separate chat experiences across multiple web properties, inconsistent handoffs to human agents, and a Salesforce environment that was not properly integrated with front-end channels.
- Disconnected systems and data: Salesforce chat and CRM data were not reliably connected to live customer interactions. As a result, agents often had to restart conversations from scratch, even when customer history already existed elsewhere in the system.
- Limited context for personalization: Customer interactions lacked structured, unified data signals. Every engagement effectively started cold, limiting personalization, slowing routing, and reducing the ability to automate resolution effectively.
The request from leadership was to cut cost, improve customer experience, and stop overloading human agents with conversations that an AI agent could resolve.
Solutions
The customer partnered with OneReach.ai to build a single, unified customer service AI agent that now sits across dozens of web properties globally, replacing fragmented chat experiences with a consistent intelligent layer. Deployed in 6 months and integrated directly into Salesforce, including both the agent UI and CRM, the AI agent operates across voice, web chat, and messaging.
What that means in practice:
- One AI agent, every web property. Customers get the same intelligent experience whether they’re on the K-12 site, the higher-ed portal, or the institutional support page.
- Salesforce, fully connected. The AI agent reads from and writes to the Salesforce CRM, so when a conversation does need a human agent, the human picks up with full context, not from cold.
- Voice, chat, and messaging in a single platform. Same agent, same intent recognition, same analytics, across every channel a customer might use.
- Reporting and dashboards built for global scale. Custom dashboards give leadership real-time visibility into performance across regions, channels, and customer segments.
Outcomes
Beyond the headline numbers, the bigger win is what the new foundation makes possible: this customer now has one place to launch a new channel, plug in a new product line, or roll out a new customer experience, instead of repeating the integration work for every web property and every region.
- Fewer human handoffs: 45% reduction in chats transferred to human agents, freeing agents to focus on the highest-value conversations.
- Stronger self-service: 26% increase in self-service resolution, meaning customers get answers faster and the support team scales further.
