Case Study: Theo Grace achieves 67% peak-season resolution with Notch

How Theo Grace Transformed Mother's Day Into a Strategic Win

Theo Grace, an eCommerce retailer specializing in personalized luxury jewelry, faced the significant challenge of managing complex customer service inquiries during its peak Mother's Day season. The company needed to guarantee on-time delivery and provide dynamic, personalized support across multiple fulfillment zones. A customs delay for 2,000 orders just before the critical weekend threatened their delivery commitments and premium service standards, requiring a scalable solution to handle the surge without overwhelming their team.

Notch implemented its AI customer support platform, mobilizing its technical teams to immediately resolve the customs issue. Their solution featured a dynamic policy engine that automated complex "Where Is My Order" (WISMO) inquiries and enabled proactive customer communication. As a result, Notch achieved a 67% resolve rate for tickets, improved customer satisfaction scores by 12%, and enabled Theo Grace to handle the record volume without hiring any additional staff, transforming their peak season operations.

Theo Grace

Shani Brown

VP Customer Loyalty