Case Study: Scale Media cuts call abandonment and automates 35% of calls with Flip

Scale Media cuts call abandonment to 3–4% with Flip

Scale Media, a Beverly Hills-based company operating four distinct direct-to-consumer health and wellness brands, faced a significant challenge with unpredictable call volume spikes. These surges, particularly on Monday mornings, led to customer abandonment rates as high as 20-30%. Their lean customer experience team could not efficiently absorb this variability, creating a bottleneck that hurt customer service. After a previous failed attempt with another AI solution, they sought a new vendor and partnered with Flip for its AI-powered call automation service.

Flip implemented its solution by first building a strong, collaborative partnership with Scale Media's team, focusing on their specific needs. The AI was trained to handle complex product inquiries, automating resolutions for approximately 35% of total call volume. This resulted in abandonment rates dropping dramatically to just 3-4% during peak times. The solution eliminated staffing inefficiencies, allowed the team to handle surges without emergency scheduling, and provided customers with a polished, expert experience. Flip's ongoing partnership and iterative approach ensured continuous improvement and success.

Scale Media