Case Study: Reusability cuts planned contact center headcount by 60% and doubles agent productivity with Airkit

Reusability - Customer Case Study

Reusability, a fast-growing provider of reusable packaging and rental racks serving over 10,000 stores (including Home Depot, Lowe’s, Costco and Menards), faced unsustainable contact-center costs, seasonal spikes in calls, and inaccurate return data. With limited engineering resources, the company turned to Airkit’s low-code platform (Airkit Studio) to deliver modern digital self-service and reduce reliance on phone-based support.

Using Airkit, Reusability launched branded, reusable web links and SMS-driven app-like experiences (with an out-of-the-box Zendesk integration) that non-engineers can build and modify quickly. The result: a 100% self-serve digital experience, 60% reduction in planned contact center headcount, 2x increase in cases handled per agent (150→300), 30 minutes saved per interaction, and a 140% ROI within eight months — all enabled by Airkit.

Reusability

Jeff Chen

Senior Technology Manager