Case Study: On Running achieves 60% automated query resolution and 93% faster replies with DigitalGenius

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

On Running, the Swiss performance footwear brand, was struggling to keep pace with rapidly growing customer demand and overflowing inboxes while maintaining fast, accurate service. To avoid a simple chatbot that only acknowledged queries, On Running turned to DigitalGenius and deployed DigitalGenius’ e-commerce conversation automation—integrated with Salesforce Service Cloud and other back-end systems—to deliver real, automated resolutions at scale.

DigitalGenius used historical conversations and backend integrations (including multilingual German support) to automate actions and tailor responses in seconds. The impact: 60% of all inquiries were resolved without agent intervention, DigitalGenius handled 30% of incoming inquiries over nine months, Average First Reply Time fell by 93%, 90% of order-status queries were answered automatically, agent productivity doubled, and On now manages 250% more customer inquiries with only 10% more agent time—while over half of cases are resolved in under a day.

On Running