Case Study: The Dufresne Group boosts customer engagement and reduces costs with Package.ai

The Dufresne Group (TDG) - Customer Case Study

The Dufresne Group (TDG), the largest Ashley Furniture retailer in Canada, was struggling with a fragmented technology stack that used four separate systems for customer communications and logistics. This disjointed approach prevented a unified view of the customer journey and offered only one-way, non-engaging post-purchase interactions. Seeking to build deeper customer relationships and improve operational insight, TDG approached Package.ai for a unifying solution.

Package.ai implemented its platform to consolidate TDG's four separate systems into one, streamlining all processes and workflows for post-purchase engagement and last-mile delivery. This provided effective two-way communication with customers and resulted in an 85% increase in self-service delivery confirmations and a 239% rise in automated customer support chats, which significantly reduced costs. The solution also achieved a 45% feedback response rate, providing valuable data to improve operations and generate more positive customer reviews.

The Dufresne Group (TDG)

Norman Alegria

Director of Customer Experience