Case Study: Replacements Ltd achieves sub-24-hour email response times and increased agent productivity with eGain Mail

The World’s Leading Collectibles Company Relies on eGain to Boost Agent Productivity and Provide Scalable Email Customer Service to Millions of Consumers

Replacements Ltd., the world leader in collectibles like crystal, china, and silver, faced a critical customer-service challenge after its award-winning website attracted surging traffic and publicity. Rapidly rising volumes of consumer email—from a customer base of about 5 million, roughly half of whom preferred email—threatened to overwhelm the company’s legacy tools and frontline staff, risking service delays and erosion of the company’s hard-won reputation for expert, responsive support.

Replacements implemented eGain Mail™ to scale and streamline email handling, creating a 150‑agent contact center that includes a 30‑agent Internet Services Group dedicated to email. Using rules-based routing, a knowledge base, quality assurance, and reporting, agents now handle nearly 1,000 inquiries per week despite 30% annual email growth, cut average response times to under 24 hours, sustained high service quality without adding staff, and even reduced headcount requirements—delivering cost savings and measurable productivity gains.

Replacements Ltd

Jack Whitley

Vice President, Internet Sales & Marketing