Case Study
August 26, 2024

Global Communications Provider Unlocks 172% FCR with AI Innovation

GenAI
Logistics

Explore how a leading communications company optimized its Logistics and Returns (L&R) operations, achieving significant improvements through AI-driven solutions. By leveraging the proprietary GenAI framework - elevAIte, iOPEX optimized processes for outstanding efficiency and agent support.

About the client

A global leader in networking and communications, the client manages a vast logistics network, handling hundreds of thousands of customer returns annually across North America.

The Challenge

The client faced escalating issues with inconsistent RMA handling, leading to delays, increased costs, and potential revenue loss. They needed a robust solution to streamline their operations and ensure consistent, efficient returns management.

How we have solved the problem

iOPEX deployed an AI-powered solution specifically tailored to address the complexities of the client’s logistics and returns processes. The integration of AI provided real-time guidance, standardizing workflows and significantly improving operational efficiency.

The Impact

The AI-driven approach led to a significant increase in First Contact Resolution, a marked reduction in process inconsistencies, and enhanced overall efficiency without any additional resource allocation.

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