Case Study: BostonFAM reduces manual workload and boosts customer engagement with Package.ai

BostonFAM Reduces Manual Workload and Improves Customer Engagement With Package.ai

BostonFAM, a family-owned furniture and appliance retailer, faced significant challenges with its previous industry-standard delivery management solution. The system was unable to adapt to new demands, resulting in a poor customer experience with long call wait times and an inability to reschedule deliveries via SMS or email. The company presented a list of 30 specific pain points to Package.ai to see if they could be resolved.

Package.ai provided a white-glove, customized implementation of its platform, which included its chatbot Jenny. The solution automated notifications and enabled two-way customer communication, seamlessly replicating and improving BostonFAM's old workflows. The results were substantial: a 33% increase in delivery confirmation rates, a 16% reduction in daily routing time, and a 38% drop in delivery scheduling calls. Package.ai's automation allowed the customer care team to operate with excess staffing, significantly cutting costs.

BostonFAM

Jim Queen

Director of IT