Case Study: Blinds.com achieves 25% higher agent productivity and faster onboarding with Genesys Interaction Process Automation

Blinds.com deploys Genesys Interaction Process Automation

Blinds.com, a leading e-commerce retailer of custom window treatments, faced rising customer complaints about slow and inconsistent follow-up on service issues. Its 32-person customer service team and 30 suppliers relied on varied, manual approaches (emails, calendars, handwritten notes), which created visibility gaps and uneven customer and supplier interactions.

Working with reseller AVDS, Blinds.com added Genesys Interaction Process Automation to its existing PureConnect platform and phased in 14 guided workflows to standardize emails, reminders and case handling. The automation boosted productivity (agents took about 25% more calls), reduced follow-up work to two specialists handling ~150 items daily, cut onboarding time, decreased follow-up complaints, and extended guided processes into accounting for broader efficiency gains.

Blinds.com

Martin Claggett

Director of Operations