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 thousands of storefront locations across the US.
Problem
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, including inefficient management and staffing at retail locations that led to customer dissatisfaction with call centers, the absence of a centralized customer contact center resulting in disjointed customer experiences, and inadequate utilization of SMS, which hindered effective marketing campaigns. Additionally, the Company needed to reduce technical debt and improve profitability while maintaining a high Net Promoter Score (NPS).
Solutions Built
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 the 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, servicing customer-facing applications, including intelligent outbound marketing campaigns and appointment reminders.
Impact
- Higher Sales: 9.7% increase in new sales calls.
- Greater Profitability: $80 million increase in annual gross profit.
- Reduced Support Load: 47% reduction in calls to stores
- Improved Customer Satisfaction: NPS score of 65
