Case Study: Ocado achieves faster customer service with Orlo

Ocado reduces response times by 50% with Orlo

Ocado, the world's largest online-only supermarket, sought to shift from traditional customer service channels to a more digital-first approach. The challenge was to meet growing customer demand for fast resolutions with minimal effort. To achieve this, they partnered with the vendor Orlo to implement its digital engagement platform.

The solution from Orlo combined Ocado's social media, live chat, and CRM into one central customer service tool. This integration allowed Ocado to reduce customer effort and provide a seamless experience. The implementation resulted in a 50% reduction in response time, an 8% shift to digital channels, and 5% savings on labor costs, significantly increasing efficiency and customer satisfaction.

Ocado