Case Study: Prime-Line Products improves customer service response times with Cart.com Customer Engagement

A repair solution manufacturer’s customer service received a complete makeover moving exclusively to Cart.com Customer Engagement

Prime-Line Products, a manufacturer of repair and replacement parts, faced significant challenges with its outdated in-house customer service solution. Their system led to complicated email and phone interactions, disconnected technology platforms, and long wait times that hurt customer satisfaction. To solve this, they partnered with Cart.com for a complete overhaul of their B2B customer service operations using Cart.com Customer Engagement.

Cart.com implemented its technology stack, including an automatic call distribution and ticketing system integrated with the warehouse. They revised customer service processes and trained a bilingual support team. As a result, Cart.com decreased the average response time to under an hour and improved the abandon call rate by 50%, while also optimizing cost savings and improving communication with the fulfillment center.

Prime-Line Products

Tony Meirovitz

Vice President, Ecommerce, Marketing & Customer Experience