Case Study: an iconic home improvement retailer cuts hold time by 16 seconds with Intradiem

An iconic home improvement retailer cuts hold time by 16 seconds with Intradiem

An iconic home improvement retailer faced significant inefficiencies in its contact center after shifting to remote work, including communication barriers for agents and supervisors overburdened with manual tasks. This hampered the quality of customer service. To overcome these challenges, the retailer turned to Intradiem's customer service automation technology.

Intradiem implemented a solution that automated the delivery of training and tasks to agents' desktops and enabled real-time assistance from managers. The results from a 60-day pilot were substantial, including a 16-second reduction in customer hold time and an 18-second reduction in after-call work, projecting millions in annual savings. Intradiem's technology also unlocked 200 extra hours for training, leading to a full rollout to nearly 3,000 agents.