Case Study: Brimag achieves 8X NPS growth with CommBox

Brimag Service joins AI & human agents to boost NPS by 8X, cut 18% of costs and skyrocket sales

Brimag Service, a division of a consumer electronics importer and service provider, faced a severe labor shortage and agent burnout during the pandemic, which overwhelmed its phone-based contact centers. The company’s goals were to handle increasing customer inquiries more efficiently, improve employee retention, and increase sales. To address this, they turned to CommBox for its AI-powered omnichannel customer communications platform.

CommBox implemented a hybrid solution using AI chatbots to automate repetitive tasks like scheduling and technical support, freeing human agents to handle complex and sales-driven inquiries. This transformation resulted in 50% of requests being automated, an 8X increase in NPS, an 18% reduction in operational costs, and a 35% boost in sales closed by service representatives.

Brimag

Galit Karadi

Chief Executive Officer