About
Odlo is a 75-year old sports fashion brand based in Norway that manufactures modern, comfortable, and functional sports apparel for skiing, snowboarding, and other outdoor activities.
Website
DigitalGenius helped Odlo automate over 35% of chats in just one month
Deploying DigitalGenius improved Odlo's customer service efficiency, reducing reliance on external support and lowering costs by automating queries and implementing quality alerts.
The Challenge
Like many medium-sized businesses, Odlo didn’t have the CRM in-house to handle their customer service, so they had to rely on an external customer support agency to manage their high volume tickets during their peak winter season. They tasked DigitalGenius with providing better, faster customer service through automation- without a CRM and giving their external agency fewer tickets to manage to lower their costs.
Solutions & Results
Unique Prompt development
Since they had no in-house customer support team, we developed a unique prompt to send unresolved tickets to their external agency, ensuring their customers always got a human response if they needed it.
Alert System
We also set up an alert system that let management know if there were issues with ticket quality.
ERP Integration
Odlo is now working on an ERP integration that will allow DigitalGenius to handle the majority of their customer queries and further decrease the dependency on the external agency.
