FRESHSERVICE ~ OMNICHANNEL RETAIL IMPLEMENTATION
Retailer Unifies Commerce Across 500+ Stores
Real-time inventory sync and AI-powered support improved customer satisfaction scores by 25%
The Challenge
This national retailer operates over 500 stores across multiple states. Each store has its own inventory system, and customer support is handled regionally. The company struggled to deliver a consistent customer experience and struggled with omnichannel commerce capabilities.
Inventory Inconsistencies
Customers online couldn't see what was actually in stores. Store systems and the website inventory weren't synced. Customers made purchases that couldn't be fulfilled, leading to cancellations and frustration.
Fragmented Support
Customers had different support experiences depending on which region they contacted. Regional support teams had no visibility into how other regions handled similar issues, leading to inconsistent responses.
Poor Cross-Channel Experience
Customers who started shopping online and visited a store, or vice versa, had no continuity. Store associates couldn't access online purchase history or customer preferences.
Manual Support Processes
Support agents manually looked up customer information across multiple systems. Simple questions took too long to answer because context wasn't readily available.
The Solution
HAASS implemented Freshdesk Omni with real-time inventory integration and AI-powered support to unify the customer experience across all channels and locations.
Real-Time Inventory Sync
Every store's inventory is synchronized in real time with the online system. Customers see accurate availability whether they're shopping online or checking in-store stock. Buy-online-pickup-in-store actually works.
Unified Customer View
Every interaction is tied to the customer's complete history. Support agents see online purchase history, store visits, and previous interactions. Customers never have to repeat themselves.
Omnichannel Support
Customers can start a conversation via email, continue on chat, and finish on phone with full context maintained. Support is available through their preferred channel.
AI-Powered Agent Assist
Freddy AI Copilot suggests answers and recommended actions in real time. Support agents respond faster and more accurately, even with less training.
The Results
CSAT Score Improvement
Inventory Accuracy
Faster First Response
Stores Connected
Better Inventory Accuracy
With real-time synchronization, out-of-stock situations dropped by 32%. Customers find what they're looking for instead of experiencing frustration from inaccurate availability.
Faster Support Responses
Support agents now have complete customer context instantly. Time to first response improved 38%, and first-contact resolution rate jumped from 62% to 81%.
Unified Customer Experience
Whether customers shop online, in-store, or both, they experience consistent service and have access to their complete history. Channel switching is seamless.
Increased Online Sales
Buy-online-pickup-in-store conversions increased 44%. Customers now trust that online inventory is accurate and that they can get what they need through their preferred channel.
Key Learnings
Inventory is a Service Problem, Not Just an Operations Problem
Getting inventory right transforms the customer experience. When customers can trust that online inventory reflects actual store stock, they shop with confidence and complete more transactions.
Context is Everything in Support
When support agents have complete customer context, they resolve issues faster and more accurately. Customers are happier because they don't have to repeat information or wait for transfers.
Omnichannel Requires Unified Data
You can't deliver omnichannel experience if your customer data is fragmented. The retailer had to unify systems as a prerequisite to true omnichannel capability.
Ready to unify your commerce operations?
See how HAASS can help you deliver omnichannel experiences that keep customers coming back.