Case Study: Group O achieves 20%+ cost savings with SmartAction

Group O - Customer Case Study

Group O, an end-to-end solutions provider for the supply chain, packaging, and marketing industries, wanted to reduce redundant call center transactions and improve efficiency without hurting customer experience. To address this challenge, they partnered with SmartAction to implement voice self-service for inbound gift card activation, gift card status, and claim rewards calls.

SmartAction delivered an intelligent virtual assistant that integrated into Group O’s call center operations, helping automate routine interactions with greater accuracy and no loss in satisfaction. The result was over 20% cost savings on one client program in less than 18 months, with Group O also aiming to automate up to 50% of calls over time and realizing quick implementation and ROI.

Group O

Paul Flemr

Executive Director of Operations