Case Study: MFI Medical achieves 87% faster first response times with Yuma AI

How MFI Medical Cut First Response Time by 87% and Automated 64% of Customer Inquiries with Yuma AI

MFI Medical, a family-operated medical supply company, faced significant challenges as their rapid growth and expanding catalog of over 45,000 complex products led to a first response time (FRT) of nearly five hours. This delay threatened customer satisfaction and potential revenue. To address the overload on their support team, they sought a scalable customer service solution and implemented the AI platform from vendor Yuma.

By deploying Yuma AI, MFI Medical automated 64% of its customer inquiries, including complex workflows that integrated with other systems like Netsuite. The vendor's solution dramatically slashed the average first response time from over 4 hours to under 30 minutes, a reduction of 87.5%. This efficiency saved the company an estimated $30,000 annually and contributed to a significant boost in their Google rating from 3.5 to 4.4 stars.

MFI Medical

Augustus Wiesel

Chief Executive Officer