Online Retailer Drives Double-Digit Contact Center Efficiency Gains with Intradiem Automation
26-second
AHT savings
1,400
hours of
Dynamic Delivery
6%
adherence improvement
Summary
A major online home goods retailer set out to improve the performance and efficiency of its customer service operations while reducing costs and supporting a fully remote workforce. By implementing Intradiem’s customer service automation, the company replaced manual processes with real-time interventions—enhancing agent productivity, improving adherence, and enabling seamless employee development without disrupting workflows.
The initial 60-day pilot delivered measurable impact, including a 13-second Average Handle Time (AHT) reduction and a 6% improvement in schedule adherence. Since full implementation, the company has more than doubled its AHT savings and tripled its Dynamic Delivery hours—unlocking productivity, improving retention, and transforming idle time into meaningful employee engagement. Intradiem’s automation now plays a central role in scaling operational performance while supporting long-term CX and workforce goals.
Challenge
A major online retailer specializing in home goods faced mounting pressure to reduce contact center costs without sacrificing customer experience. With a complex network of agent teams and increasing operational demands, the company was searching for a way to optimize performance and efficiency across its workforce.
In addition to cost control, the retailer was grappling with three key operational challenges:
- Employee retention in a competitive hiring market
- Work-from-home metrics and maintaining visibility into agent productivity
- Ongoing employee development, without disrupting daily workflows
Despite robust internal processes, the retailer struggled to make substantial gains in key performance metrics such as average handle time (AHT) and schedule adherence. Manual processes, unpredictable call volume, and rigid tools limited their ability to optimize performance in real time. Leadership needed a smarter, automated solution to support these evolving challenges—while also aligning to broader business priorities like improving Net Promoter Score (NPS) and attracting top talent.
Snapshot
Industry: Retail
CHALLENGES
- Manual processes and lack of real-time automation impacted operational efficiency
- Lack of insight into agent productivity
- Unable to deliver employee development opportunities without disrupting workflows
INTEGRATIONS
ACD
WFM
Results with Customer Services Automation
To address these strategic challenges and priorities, the company partnered with Intradiem to pilot a suite of contact center automation solutions focused on Dynamic Delivery, Adherence Management, and Handle Time Optimization.
Intradiem stood out due to its:
- Automation of core contact center processes traditionally handled manually by operations, WFM, and agents
- Direct alignment with company priorities—from cost savings and workforce productivity to employee engagement and improved CX
- Attractive implementation profile—fast deployment, rapid time to value, and full in-year ROI
- Proven results in supporting remote work environments
The pilot was co-designed around the company’s real-world constraints and goals. Intradiem and the retailer collaborated closely on rule design and automation logic, ensuring the program wouldn’t put pressure on sensitive agent teams. Together, they built a system that supported both frontline workers and operational managers, creating a more agile and effective contact center.
The 60-day pilot program delivered immediate, measurable success—and its impact has only grown since full implementation:
Pilot Phase:
- 13-second reduction in AHT
- 477 hours of Dynamic Delivery
- 6% adherence improvement
Post-Launch Performance:
- 26-second average AHT savings—double the efficiency gain of the pilot
- 1,400 hours of Dynamic Delivery in March alone—nearly 3x the total from the entire pilot
- Sustained 6% adherence improvement, leading to better schedule alignment and service consistency
These improvements directly support the company’s goals to:
- Normalize operations in a fully remote contact center
- Improve employee development without requiring pre-scheduled training
- Create a more engaging and supportive work experience—improving retention and satisfaction
With Intradiem, idle time was transformed into productive engagement. Agents received training, wellness updates, and reminders in real time—without manual coordination or workflow disruption.
These improvements didn’t just reduce costs—they unlocked hours of productive time, allowing agents to spend more focused time assisting customers while staying engaged with training, compliance, and performance goals.
Approach
Intradiem’s success with the retailer stemmed from a deeply collaborative process. Together, the teams:
- Jointly identified opportunities across agent teams for automation application
- Co-developed rule sets tailored to the unique structure and needs of each team
- Implemented smart logic to ensure automation was applied where and when it was most effective
- Held regular optimization reviews, enabling continuous improvement and transparency
This strategic approach allowed Intradiem to scale rapidly, post pilot, while remaining sensitive to team culture, existing workloads, and the company’s major platform transition to a new WFM vendor.
Conclusion
Following a successful pilot, the retailer adopted Intradiem’s full suite of solutions to drive continued performance and efficiency gains. The impact is clear: improved agent productivity, stronger schedule adherence, reduced handle time, and smarter use of idle time.
Intradiem’s platform now plays a central role in optimizing daily operations, empowering agents, and supporting the company’s goals to attract and retain top talent. In an era where doing more with less is critical, this retailer proves that intelligent automation—applied strategically—can elevate both employee and customer experiences.
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