Case Study: Top Retailer Company achieves 358% ROI and 52.6% increase in reships with Laivly

Streamlining Appeasement Policy Adherence for a Top Retailer to Drive Savings

Top Retailer Company engaged Laivly to curb costly customer refunds and shift agents toward reshipping replacements. The retailer used Laivly’s digital intelligence, Sidd, because agents were defaulting to refunds despite guidance, and the company needed an in‑the‑moment compliance tool to reinforce appeasement policy without overhauling training or QA.

Laivly deployed Sidd on agent desktops to surface customer history, recommend workflows, and lock the refund option until correct steps were followed; after one week reships improved 21% (from 38% to 46%) with $112.56 average monthly savings per agent. Expanded to tenured agents, reships rose to 58% (a 52.6% increase from baseline), yielding $343.71 monthly savings per agent and a 358% ROI for Laivly’s solution.