Case Study: AllSaints achieves 50% backlog reduction with DigitalGenius

AllSaints reduce backlog during peak by 50% with DigitalGenius

AllSaints, the luxury fashion retailer, needed a scalable customer service model that could handle spikes in contact volume, reduce response times, and ease pressure on its support team. After replatforming to Salesforce Commerce Cloud, AllSaints chose DigitalGenius to add automation to its customer service operations, including chat and email.

DigitalGenius implemented AI-powered chat and email automation, with a chat widget integrated via Sunshine Conversations to resolve common order and delivery requests. The result was 40% of cases resolved without agent intervention, a 50% reduction in backlog during peak periods, and a notable decrease in average handle time, improving both customer service speed and agent workload.

AllSaints

SJ Grabiec

Head of CX & Fraud