Bagging Success in Service Rebrand.

Bagging Success in Service Rebrand.

46%

46%

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.

Empowering Antler's Rebranding Evolution

Empowering Antler's Rebranding Evolution

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.

DigitalGenius and Gorgias transformed Antler's service

DigitalGenius and Gorgias transformed Antler's service
DigitalGenius and Gorgias transformed Antler's service

Fully automated the returns process

Fully automated the returns process
Fully automated the returns process

Optimized service quality and cost-effectiveness

Optimized service quality and cost-effectiveness
Optimized service quality and cost-effectiveness

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.

It’s incredible to witness customer satisfaction when, even on a Sunday, DigitalGenius promptly responds within minutes. We’ve received CSAT reviews expressing surprise and appreciation, with amazing comments.

Antony Bowen

Customer Success Manager

It’s incredible to witness customer satisfaction when, even on a Sunday, DigitalGenius promptly responds within minutes. We’ve received CSAT reviews expressing surprise and appreciation, with amazing comments.

Antony Bowen

Customer Success Manager

It’s incredible to witness customer satisfaction when, even on a Sunday, DigitalGenius promptly responds within minutes. We’ve received CSAT reviews expressing surprise and appreciation, with amazing comments.

Antony Bowen

Customer Success Manager

Join the online shopping revolution

Join the online shopping revolution

Join the online shopping revolution