Fashion Forward, Service Automated.

Fashion Forward, Service Automated.

35%

35%

Messages Automated

90%

Tickets Resolved

5

Languages Enabled

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.

Integrations enabled efficient order status

Integrations enabled efficient order status
Integrations enabled efficient order status

Reduced reliance on external agencies

Reduced reliance on external agencies
Reduced reliance on external agencies

Alert system informs ticket quality issues

Alert system informs ticket quality issues
Alert system informs ticket quality issues

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.

Using DigitalGenius has helped us tremendously, particularly during our peak season. Thanks to the automation, our agents could fully focus on more individual requests and advising on products. The customer experience has improved significantly due to the fast first response time, 24/7 availability and high accuracy of the automated answers, which is reflected in the best rating ever for Odlo on our review platform

Anne-Catherine Grunholzer

Head of Customer Service Odlo

Using DigitalGenius has helped us tremendously, particularly during our peak season. Thanks to the automation, our agents could fully focus on more individual requests and advising on products. The customer experience has improved significantly due to the fast first response time, 24/7 availability and high accuracy of the automated answers, which is reflected in the best rating ever for Odlo on our review platform

Anne-Catherine Grunholzer

Head of Customer Service Odlo

Using DigitalGenius has helped us tremendously, particularly during our peak season. Thanks to the automation, our agents could fully focus on more individual requests and advising on products. The customer experience has improved significantly due to the fast first response time, 24/7 availability and high accuracy of the automated answers, which is reflected in the best rating ever for Odlo on our review platform

Anne-Catherine Grunholzer

Head of Customer Service Odlo

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