Home Improvement Retailer Turned to Intradiem’s Advanced Automation Solution to Streamline and Accelerate Workflows

Intradiem automates delivery of training and off-phone tasks directly to agents’ desktops, and also enables service managers to provide real-time assistance that helps agents perform critical tasks. Learn how to improve efficiency and agent development with Intradiem.

Home Improvement Case Study

Improved Efficiency and Agent Development

As the pandemic shifted millions of employees to remote work in the early 2020s, an iconic home improvement retailer experienced a steep increase in demand for its home office equipment and accessories. Naturally that impacted the company’s online customer service operations, which were not efficient enough to keep up with new challenges brought about by increased demand.

Challenge

The company suffered from inefficiencies that hampered customer service delivery quality. One significant challenge—exacerbated by the shift to remote work—was communication barriers between agents and their supervisors. Another was the fact that supervisors were overburdened by time-consuming manual tasks, which left them with too little time to provide agents with the training and development support they need to deliver consistently strong customer experiences. With remote work now typical, the lack of real-time communication capability left many agents feeling even more unprepared and unsupported.

Solution

The company turned to Intradiem’s advanced automation solution to streamline and accelerate workflows for its Online Customer Care (OCC) operations. The company sought to drive more value from existing service capacity rather than invest in more agents, only to put them to work in an inefficient environment.

Intradiem automates delivery of training and off-phone tasks directly to agents’ desktops, and also enables service managers to provide real-time assistance that helps agents perform critical tasks. The company engaged in a 65-day pilot program to deploy Intradiem’s contact center automation technology. The pilot extended initially to a set of 200 agents.

Results

At the start of the pilot, the company expected the Intradiem solution to reduce average agent time spent on after-call work (ACW) by 10.5 seconds; in practice, that time was reduced by 18 seconds, for a projected annual savings of $1.4 million. Similarly, Intradiem’s ability to reduce average customer time spent on hold was projected at 9.5 seconds but the actual result was 16 seconds, for a projected annual savings of $1.27 million.

Intradiem’s ability to uncover and leverage unused capacity allowed the company to deliver an additional 200 hours of agent training time over the pilot period, which reduced shrinkage in the contact center and led to $800,000 in projected annual savings.

The pilot group consistently outperformed the control group and prompted the company to roll out the Intradiem solution to the entire OCC team of nearly 3,000 agents. This success has also prompted the company to add other Intradiem solutions to improve performance in other aspects of contact center operations.

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