Case Study: Ingles Markets boosts agent performance with 3CLogic

Ingles Market modernized its Customer Support with intelligent voice and AI

Ingles Markets, a southeastern U.S. grocery retail chain operating 197 stores across six states, needed a better way to support more than 20,000 employees and customers through its service desk. After implementing ServiceNow ITSM and ServiceNow CSM, the company faced challenges with an inflexible on-premise contact center, limited call analytics, manual quality assurance, and the need for a more integrated voice solution.

To modernize its operations, Ingles Markets implemented 3CLogic’s cloud contact center solution for ServiceNow. With 3CLogic, the company increased agent performance by 3% in 90 days, raised monitored customer calls by 66%, improved call answer rate by 5%, and reduced average handle time by one minute, while also streamlining compliance, reporting, and agent coaching.

Ingles Markets

Bill Ziehm

Manager