Case Study: Ocado achieves faster customer service and lower costs with Orlo

Ocado - Customer Case Study

Ocado, the world’s largest online-only supermarket, wanted to move from traditional customer service channels to a more digital, low-effort experience as customer demand grew for faster resolutions. To support this shift, Ocado worked with Orlo, using its digital engagement platform to bring social, live chat, and CRM into one central customer service tool.

Orlo enabled Ocado to offer a channel-of-choice service with live chat at the core, helping advisors handle high volumes of inbound queries more quickly and provide a single customer view. The results included a 50% reduction in response time, an 8% shift to digital channels, and 5% savings in labour costs, while improving customer satisfaction and service efficiency.

Ocado

Ian Pattle

General Manager