Email/Web Queries Automated
80%
Warranty Claims Queries Automated
86%
Email Tickets Handled by DigitalGenius during Peak
About
Antler have been crafting exceptional travel solutions for over a century, with a rich heritage dating back to 1914. Combining timeless craftsmanship with innovative design to create luggage that meets the evolving needs of modern travellers.
Website
Despite the challenges of new systems, and being in the midst of a peak period, Antler successfully cleared the backlog by leveraging the user-friendly and efficient features of DigitalGenius.
The Challenge
After being acquired by ATR Holdings, they underwent a complete overhaul, with a new systems. But change never comes easy! They needed a super solution that was quick, innovative, easy-to-use and sustainable. Antler’s board had recognised the significance of digital transformation and the integration of AI tools like DigitalGenius to enhance CS and enable the team was crucial for success. They had a clean slate, a fresh start and their company philosophy centred on empowering their service team to add value, rather than being burdened by repetitive administrative work. And they knew to achieve this goal, they needed automation.
Solutions & Results
Embracing Digital Transformation
Antler's commitment to digital innovation led to the integration of AI tools like DigitalGenius, vital for enhancing customer service and supporting their team in a rapidly evolving travel industry.
Automated Returns Process
DigitalGenius fully automated the returns process, enhancing the customer journey and freeing up agents' time for more impactful tasks.
Cost-Effective Service
Leveraging AI tools like DigitalGenius, Antler optimized service quality and cost-effectiveness, especially during peak periods, without compromising on customer satisfaction.
AI-Driven Service Enhancement
The synergy between DigitalGenius and Gorgias transformed Antler's customer service, automating repetitive tasks and allowing agents to focus on higher-value activities, aligning with their new brand philosophy.
