Driving CX Performance Through Process Improvement and AI

Process Improvement Used to Improve Retail Service Levels Cover

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Summary

For more than 15 years, Five Star has partnered with a global office products manufacturer to strengthen and modernize its customer experience operations. What began as a support engagement evolved into a sustained optimization strategy grounded in data, technology, and workforce alignment.

Through AI-enabled workflows, refined processes, and expanded self-service capabilities, Five Star helped elevate service levels by 49 percent while improving response times and operational efficiency. The partnership continues to evolve, leveraging analytics and automation to drive measurable, long-term CX performance.

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CX Optimization at a Glance

Long-Term Partnership

15+ Years

Continuous CX modernization and performance evolution

Service Level Transformation

49%

Increase in customer experience performance

AI-Enabled Precision

90%

Return and warranty accuracy achieved through data-driven workflows

The Challenge

A globally recognized office products manufacturer faced increasing service demands and evolving customer expectations. Legacy processes and limited automation constrained responsiveness, creating inefficiencies across support channels.

Leadership sought a modernization strategy that would strengthen performance without disrupting the brand consistency customers relied on. The organization needed a long-term partner capable of improving service levels, expanding self-service options, and building a scalable foundation for ongoing innovation.

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The Solution

Over a 15+ year partnership, Five Star has continuously evolved the client’s CX operation through structured optimization, AI-enabled innovation, and disciplined workforce alignment. Rather than a one-time transformation, the strategy focused on sustained performance improvement grounded in data visibility and operational governance.

1. Workforce Optimization and Expanded Coverage

Process redesign and agent enablement initiatives improved first-call resolution while expanding hours of operation by 15 percent. Structured workforce alignment ensured broader coverage without compromising service quality.

2. AI-Driven Workflow and Guidance Tools

AI-enabled workflows, Agent Assist capabilities, and knowledge base enhancements improved response accuracy and reduced inefficiencies. Automation supported agents in real time, accelerating interactions while maintaining brand consistency.

3. Expanded Self-Service and Intelligent Deflection

Enhanced digital self-service tools and structured knowledge resources increased customer autonomy, resulting in a 20 percent rise in self-service utilization and reduced routing pressure on live agents.

4. Data Visibility and Governance

Custom analytics and centralized performance tracking provided operational transparency across channels. This governance model enabled continuous refinement of service levels, routing efficiency, and return accuracy over time.

Together, these initiatives established a scalable, data-driven CX model built for sustained performance gains and long-term operational maturity.

Results

Over the course of the partnership, continuous optimization efforts produced measurable efficiency gains across service delivery, routing, and workforce alignment. AI-enabled workflows reduced operational friction, improved process accuracy, and strengthened governance across channels.

As efficiency improved, performance accelerated. Response times increased by 76 percent, service levels rose by 49 percent, and self-service utilization expanded significantly. Lower abandon rates and enhanced routing coverage reduced strain on live teams while improving the overall customer experience.

The result is a mature, data-driven CX operation capable of sustaining performance gains while evolving with new technologies and customer expectations.

Operational Efficiency

 

11%
Reduction in call abandon rate

 

10%
Improvement in workforce efficiency

 

15%
Expansion in hours of operation

 

Refined workforce alignment, improved routing, and structured governance reduced friction while increasing coverage and productivity.

Service Performance

 

49%
Increase in service levels

 

76%
Faster response rate

 

Data-driven process redesign and AI-enabled workflows accelerated response times and strengthened overall service performance.

Process Optimization

 

90%
Return and warranty accuracy

 

20%
Increase in self-service utilization

 

AI-guided workflows and expanded digital capabilities improved precision while empowering customers to resolve routine issues independently.

Together, these outcomes demonstrate how long-term partnership and AI-enabled optimization can transform CX operations into a durable competitive advantage.

Ready to Turn CX Data Into Sustained Performance?

A disciplined optimization strategy can strengthen service levels, improve efficiency, and position your CX operation for long-term growth.

Talk to a CX Strategy Expert