50% reduction in call centre costs for a leading food delivery app
Challenge
When a customer places an order on the food delivery app, many of the 45,000 merchants need to receive this order via a phone call. The food delivery service was using an offshore call centre to do this. But, as orders grew fast, increases in revenue were dampened by inefficient call centre operations and ballooning costs.
Solution
They implemented state-of-the art Voice AI to fully automate outbound calls to merchants. Not only did this drive down costs dramatically, but customer orders were placed faster than before, leading to higher customer satisfaction. Within six weeks of launching, they went from automating zero to over 35,000 calls a day.
Outcome
- 50% savings vs. existing solution.
- Within three months - the automated solution outperformed agents, escalating 16% fewer calls.
- 94% calls successfully resolved through automation.
Our approach is focussed, hands on and delivers material business outcomes
Unlocking Competitive Advantage
