Transforming Global Customer Service with AI-Powered Operations and Unified Experiences
A global premium footwear retailer partnered with OSF to build a unified AI-powered customer service ecosystem, standardize service operations, and deliver scalable, always-on customer support.UNIFYING GLOBAL SERVICE IN 60+ COUNTRIES
Faced with fragmented service platforms and disconnected data, a global retailer worked with OSF to implement a unified Salesforce-powered service ecosystem that improved consistency, enabled AI-driven support, and established a scalable foundation for future growth.- Agentforce-powered AI self-service for customer inquiries
- Service Cloud and Service Cloud Voice integration with Amazon Connect
- Real-time access to customer, order, and interaction data
- Einstein-powered case classification and automated routing
- Unified voice, email, and chat engagement channels
- AI-assisted handoff with full customer context preserved
A STRONG PARTNERSHIP THAT LED TO A 50% CASE CONTAINMENT
OSF acted as a strategic advisor from assessment through adoption, combining technology expertise, change management, stakeholder alignment, and phased implementation planning to help establish global service standards and a scalable operating model.THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU WANT TO:
- Standardize customer service across global regions
- Eliminate fragmented service platforms
- Improve customer support efficiency with AI
- Enable 24/7 customer assistance
- Increase visibility across customer and order data
- Scale support operations without proportional headcount growth
90%WORKFLOW UNIFICATION
24/7AI-POWERED CUSTOMER SUPPORT
61%INCREASE IN PBT
8-15%INCREASE IN REVENUE WORLDWIDE