Case Studies

Our Proven Track Record of Solving Business Problems

Auto Club

IVA® Helps Largest Canadian Motor Club Meet Peak Volumes

This auto club is the largest in Canada, serving more than two million members. Extreme weather conditions– known as “Code Red” Days in the call center – were putting a strain on the capacity of the center. Not to mention, the number of “Code Red” days seemed to be growing year over year and on some of the busiest days, call volumes reached 20,000 (compared to 5,500 on an average day). During these days, too many members were stranded, waiting on hold for an agent.

Roadside Assistance Customers Benefit from Intelligent Voice Automation (IVA®) During Peak and After Hours

CAA Saskatchewan offers year-round roadside service to its members and wanted to be able to assist more customers during peak call times, which are directly impacted by inclement weather. SmartAction’s IVA system, upgraded to include GEO location capabilities, is able to provide faster and more efficient service while limiting queues during peak call times. CAASK’s call center operational expenses have decreased 25%, while 60% of its roadside assistance calls are now handled by IVA.

Artificial Intelligence Roadside Assistance Provides Responsive 24/7 Service

SmartAction helps Alberta Motor Association (AMA) provide roadside assistance to its members 24 hours a day, 365 days a year. IVA provides peak and after hours answering capabilities, answering all calls immediately and eliminating queues. IVA interacts with AAA’s proprietary digital dispatch system to automatically send a message to the nearest tow truck with the member’s location. Calls are handled from start to finish with IVA, and proactive tuning increased call completion from 60% to 71%.

Life Sciences

J&B Medical Supply Co. Automates Complex Order Management Process

This medical supplies distributor serves patients who often call to check on the status of their DME supplies. The company’s order management was restricted by stringent regulations and high employee training costs that impacted their ability to grow and scale the business. Together with SmartAction, they implemented an intelligent self-service solution that handles all order inquiries in the same way as a fully trained live agent.

J&B Medical Supply Solves Agent Turnover and Reduces Costs by 65% with AI Self-Service

This medical supplies distributor is required by HIPAA to authenticate every caller using three-factor authentication. This process took over three minutes on average to successfully complete with a live agent, which caused high customer effort. Using industry best practices, SmartAction developed a solution that cut customer effort by 60% and more.

Retail

Office Supply Retailer Successfully Automates 62% of Product Return Calls with IVA®

Office supply product order taking calls were long and repetitive with old automated phone systems. SmartAction uses “open grammar” that can recognize a wide variety of possible responses, which in turn shortens call length and reduces frustration for your customers. By switching to SmartAction, the Company saw 62% of calls were successfully handled, versus 15% with its prior system and IVA received customer satisfaction ratings of 92%.

Purity Products Handles 83% of Order Status Calls Successfully With SmartAction 

Purity Products, a national health products retailer had relied on a simple touch-tone IVR solution to supplement its live agents in handling customer calls. Faced with growing call volume, Purity Products realized that it could handle more calls, more effectively with an intelligent call automation system from SmartAction. IVA handles about 3,000 calls a day. With continuous system tuning, operator transfers have been cut in half to 18%.

Services

Terminix Saves Over $2 Million Annually from Appointment Scheduling Calls Handled by IVA®

Appointment scheduling was always a problem with conventional speech IVR systems, with the vast majority handled by a live agent. Now SmartAction with natural language and artificial intelligence can actually have a conversation with your customers, saving time and leaving customers more satisfied. Terminix had been hoping for a 30% call completion rate, which IVA exceeded in delivering a 68% rate of successfully handled calls.

High Power Technical Services Reduces “Not at Home” Costs by $30,000 Monthly & Improves Customer Satisfaction

On-site visits (often called “truck rolls”) have operational cost drivers that multiply whenever a home service company has to send out a truck more than once. IVA is able to reduce these costs by providing an end-to-end hosted automated experience of outbound appointment confirmations, day-of estimated time of arrival (ETA) updates, and post-visit customer satisfaction surveys. High Power Technical Services, which is the #1 installer of DISH Network in Kentucky and Indiana, has seen more than $30,000 of monthly savings and a huge increase in customer satisfaction.

Shipping & Logistics

Big E Transportation Saves 75% Over Original Call Cost by Automating Delivery Confirmation Calls

Big E Transportation first came to SmartAction looking for an effective, customer-friendly outbound telephone survey solution. With over 94% of surveys completed by customers, the company saw that IVA had the intelligence and natural language capability to also handle the more sophisticated delivery confirmation calls. The result was 85% of delivery confirmation calls made by IVA were successfully handled without operator assistance and a number of “Not at Home” deliveries were avoided resulting in significant cost savings.

Travel & Hospitality

Royal Caribbean Embarks on Journey to Transform Customer Experience
Royal Caribbean Cruises Ltd. (RCCL) is the second largest cruise line in the world, with nearly 50 ships and 490 global destinations. RCCL was in search of a way to differentiate the customer experience for their five million yearly guests, while maximizing efficiency in the contact center. Like many popular travel services, long hold times led to lengthy calls and inefficient processes for agents. We have a video testimonial too!