Case Study: EZR achieves 60% contact center headcount reduction and doubles agent productivity with Airkit

EZR - Customer Case Study

EZR, a fast-growing provider of reusable packaging and rental racks servicing over 10,000 stores (including Home Depot, Lowe’s, Costco and Menards), faced unsustainable contact center strain from seasonal spikes, manual order capture and growing customer volume. They needed to avoid expanding headcount, improve order accuracy, and offer modern digital self-service — goals they addressed with Airkit using Airkit’s low-code platform (Airkit Studio).

Airkit built branded, app-like self-serve links and an SMS workflow (with an out-of-the-box Zendesk integration) so customers can request assets or returns without calling; EZR trained non-engineers to rapidly build additional journeys. The solution made the experience 100% self-serve, doubled agent productivity (from ~150 to 300 cases/day), cut planned contact center headcount growth by 60%, saved ~30 minutes per interaction, reduced data errors, and delivered a 140% ROI within eight months.

EZR

Jeff Chen

Senior Technology Manager