Case Study: UK’s Largest Online and Home Shopping Company achieves £3.1 million savings with IFS assyst

Large UK Online Retailer Adapts assyst to Save £3.1 Million

UK Largest Online And Home Shopping Company faced widespread confusion about who to contact for support: its Customer First Aid program relied on a clunky intranet and manual spreadsheets so many incidents vanished into a black hole. After seeing IFS assyst in action in IT, the retailer chose to extend the IFS assyst solution to improve self-service, incident capture and case management across the business.

IFS assyst automated case tracking, customer letters and site-redirects and enabled workflow-driven service improvements; the company implemented more than 500 improvements and saved £3.1 million in the first 18 months. Results included a 50% drop in home-delivery incidents (≈£124,000 saved), automated redirects saving over £835,000, automated customer letters saving ≈£228,000 (based on ~100,000 customers at ~£2.28 per enquiry), and a 20% uplift in employee engagement.