Case Study: On Running achieves 30% of queries resolved and 93% reduction in customer wait time with DigitalGenius

On Running Outpaces Competition with 60% of All Queries Resolved by DigitalGenius

On Running, the rapidly growing performance footwear brand trusted by seven million runners, faced an overflowing support inbox and the risk of slower, lower-quality customer service as they scaled. To preserve their day‑one customer experience and deliver fast, accurate replies — including multilingual support in German — they engaged DigitalGenius and deployed its e‑commerce offering.

DigitalGenius integrated quickly with Salesforce Service Cloud and On’s backend systems, using historical conversations to automate tailored resolutions without human translation. Over nine months DigitalGenius handled 30% of incoming inquiries, reduced customer wait time by 93%, doubled agent productivity, resolved up to 60% of cases without agent intervention (with 70% of order status queries and 64% of order updates addressed), and enabled most cases to be closed in under a day.

On Running

Verena

Head of Customer Experience