Case Study: Odlo achieves 35%+ chat automation in one month with DigitalGenius

DigitalGenius helped Odlo automate over 35% of chats in just one month

Odlo, a 75-year-old Norwegian sports fashion brand, lacked an in‑house CRM and relied on an external support agency to handle high ticket volumes during its peak winter season. They engaged DigitalGenius to deliver faster, more accurate customer service through automation while reducing the number of tickets routed to their external agency and lowering support costs.

DigitalGenius deployed its automation platform ahead of peak season, set up Zendesk and Commerce Cloud integrations, connected order/tracking and carrier data, and implemented routing prompts and quality alerts to ensure unresolved queries reached the external agency. The solution automated more than 35% of inbound chats in the first month, resolved 90% of automated tickets, supported five languages, improved first-response times and 24/7 availability, and helped reduce tickets and costs for Odlo (reflected in their best review-platform rating).

Odlo

Anne-Catherine Grunholzer

Head of Customer Service