Case Study: HFD Logistics achieves 98% faster SLA and 58% higher CSAT with CommBox

HFD Logistics Achieving 98% Faster SLA and 58% Improved CSAT with Automation

HFD Logistics, a global delivery company, faced a massive surge in customer service requests during the COVID-19 pandemic. Their phone-centric operation was overwhelmed by repetitive inquiries like package tracking, leading to agent burnout and high turnover. To address this, they turned to vendor CommBox for a solution, seeking to enhance digital engagement, reduce workload, improve employee retention, and achieve cost savings.

CommBox implemented its AI-driven omnichannel platform, deploying a chatbot to automate 85% of repetitive requests 24/7. This solution led to a remarkable 98% faster SLA response time, a 58% improvement in CSAT scores, and a 35% reduction in operational costs. Additionally, HFD Logistics saw employee retention periods double, dramatically improving their operational efficiency and customer experience.

HFD Logistics

Bar Sol

Head of Customer Service