Case Study: musicMagpie achieves halved resolution times and automates 20% of contact volume with DigitalGenius

musicMagpie Works With Route 101 To Implement Digitalgenius Ai-Powered Automation - Freeing Up Advisors For Complex Interactions And Halving Resolution Times

musicMagpie, a high-volume eCommerce seller of refurbished tech and physical media, faced nearly 1 million inbound contacts a year (over 90% via email) using Zendesk as their primary service tool. With existing Zendesk workflows handling some queries quickly, the business wanted to leverage AI to automate routine transactional tickets, free agents for complex or emotive cases, and further accelerate response and resolution times — partnering with Route 101 to implement DigitalGenius’ AI-powered automation.

Route 101 ran discovery workshops and deployed the DigitalGenius platform (with an RPA integration into musicMagpie’s order management system and Zendesk) in days; a 6-week pilot automated 20% of contacts and now resolves ~2,000 tickets/week. DigitalGenius delivered a 50.2% reduction in Full Resolution Time, 40% shorter wait times, a 66.8% (599-minute) reduction in First Reply Time, and automated CSAT >74% versus 68% for agents, with scope to handle up to 70% of contacts as automation expands.

musicMagpie

Jonathan Beirne

Group Head of Customer