Case Study: a major online home goods retailer achieves double-digit contact center efficiency gains with Intradiem

a major online home goods retailer boosts contact center efficiency with Intradiem, saving 26 seconds AHT

A major online home goods retailer sought to improve its customer service operations while reducing costs and supporting a fully remote workforce. The company faced challenges with manual processes, a lack of insight into agent productivity, and an inability to deliver employee development without disrupting workflows. To address this, they partnered with Intradiem to implement its customer service automation.

Intradiem's solution automated core contact center processes with real-time interventions. The results were significant, including a 26-second reduction in average handle time, a sustained 6% improvement in schedule adherence, and 1,400 hours of Dynamic Delivery in a single month. These improvements helped the retailer unlock productivity, improve agent retention, and transform idle time into meaningful employee engagement. Intradiem's automation now plays a central role in the company's operational performance.

Major Online Home Goods Retailer