Case Study: AllSaints achieves 50% backlog reduction with DigitalGenius

AllSaints cuts backlog by 50% with DigitalGenius

AllSaints, a luxury fashion retailer, faced challenges in scaling its customer service to handle large spikes in contacts and wanted to provide faster, 24/7 support. Their Head of CX & Fraud noted the previous model was not scalable, leading to backlogs. Partnering with DigitalGenius, they implemented AI-powered automation to address these issues.

DigitalGenius provided solutions including an automated chat widget and email automation, integrated with their commerce systems. This resulted in 40% of cases being resolved without an agent and a 50% reduction in both peak backlog and average handle time. AllSaints reported significantly improved team productivity and workload quality, with the DigitalGenius partnership enabling fast, effective results.

AllSaints