
ABOUT THE CLIENT
This case study examines how a utility rental company shifted from a call-centric high touch model to a high-tech online portal, solving understaffed call center issues.The new system improved operations and customer experience, attracting 800-850 new users to the site and pleasing both management and sales teams.
PROBLEM
The call system managed 70,000 active orders from 140 locations but couldn't handle the volume, resulting in 30% of calls going unanswered and business being lost.
SOLUTION
Online quotes generation reduces calls, increasing daily requests from 70 to 80.
Users securely manage invoices and make instant payments, settle past bills, & attracting 15,000 visitors.
Easy Pay automates & updates payments, adding $500K and 430 new users.
Allows service adjustments, relocation, and new item requests.
Users can cancel orders anytime for flexibility.
BENEFITS
The shift to a high-tech model delivered significant business benefits:
Sets the stage for future expansion.
Elevates customer satisfaction from high-touch to high-tech solutions.
Decreases wait times and enhances order visibility, resulting in a 70-80% increase in overall satisfaction.
Enhances customer engagement via user-friendly dashboards for instant status updates.
TOOLS & TECHNOLOGIES USED

Utiliy
To improve the efficiency of Sales Development Representatives (SDRs) and maintain high campaign hygiene, we implemented an automated lead disqualification process integrated with the Five9 dialer platform. The objective was to instantly remove unqualified leads based on predefined disposition logic, streamline exception handling for web leads, and provide end-to-end visibility through logging and audit trails. This solution ensures SDRs spend time only on quality leads, enhancing productivity while maintaining a clean, real-time lead pipeline.

Logistics & Supply Chain
In modern supply chain management, efficient distribution resource planning (DRP) is key to optimizing inventory and meeting customer demands. To enhance this process, we developed an AI-powered chatbot using the Agentic AI framework. The chatbot handles sales and inventory queries, leveraging multi-agent AI to automate data retrieval and provide real-time insights. It streamlined decision-making,reduced manual efforts, and improved operational efficiency in DRP.