Case Study: Ollie reduces costs and boosts CX efficiency with Gladly

Ollie cuts costs 15% and boosts CX efficiency 30% with Gladly

Ollie, a premium pet food subscription brand, faced a significant challenge with customer retention and operational efficiency. Their previous ticket-based customer service platform created disconnected conversations, preventing their team from identifying high-value customers and addressing urgent issues like cancellations quickly. This led to lost relationships and a high cognitive load for their agents. Seeking a solution, they partnered with Gladly to implement its AI-powered customer experience platform.

With Gladly, Ollie unified all customer conversations into a single timeline, providing agents with complete context. They deployed an AI assistant named Astro to handle routine queries and implemented proactive chat and SMS. This solution delivered dramatic results: a 15% cost reduction, a 30% efficiency gain, and a 45% save rate for at-risk members. Gladly's AI also achieved a 60% auto-resolution rate and helped drive a 120% lift in new customers sourced through CX.

Ollie