Case Study: Leading UK Retail Chain reduces email handling time with Concentrix iX Hello

a leading UK retail chain reduces email handling time by 29% with Concentrix

A leading UK retail chain faced inefficiencies in its customer email response process. Emails were handled within Salesforce, but the knowledge base was stored separately in Google Drive as PDFs and Word documents, requiring agents to manually search for information. This led to delays, irrelevant results, and increased handling times. Concentrix was engaged to address these challenges.

Concentrix implemented its iX Hello solution, which integrated the client's knowledge base and quality framework into Salesforce. The AI-powered tool automated responses, recommended case categories, and ensured on-brand communication. This solution from Concentrix resulted in a 29% reduction in average handling time, approximately $260,000 in annual savings for the client, and achieved a 90% adoption rate.