Case Study: Fortune 50 Retail Company achieves 65% NPS with OneReach AI Agents

Fortune 50 Retail Company Achieves 65% NPS Score with AI Agents

A Fortune 50 retail company faced challenges with its disjointed and antiquated customer service, including inefficient call management across over 1000 store locations. This led to customer dissatisfaction and hindered marketing efforts. Seeking to cut costs, improve the customer experience, and reduce call center pressure, the retailer enlisted OneReach.ai to modernize its capabilities and leapfrog competitors.

OneReach.ai implemented a unified AI Agent solution featuring Intelligent Digital Workers to manage store calls, a new centralized contact center, and comprehensive SMS applications for customer engagement. The results were significant, including a 47% reduction in calls to stores, a 9.7% increase in new sales calls, and a $77 million annual gross profit improvement, all while achieving a 65% Net Promoter Score.