The client partnered with eClerx to introduce an AI-driven solution that would reduce the financial impact of dissatisfied customers. Leveraging the latest in Agentic AI technology, eClerx introduced an intelligent supply chain solution that was able to successfully deliver approximately $128M in cost savings across North America and EMEA.

Headquartered in the United States, this global high-tech corporation is an industry leader in the development and manufacturing of computer products, ranging from personal computers (PC), data storage devices, peripherals, and more. Their organization is the world’s third-largest PC vendor by unit sales, and is consistently featured in the top 50 on the Fortune 500.

The challenge

No matter the support or quality of a product or service, there will always be a select number of customers that find themselves dissatisfied or underwhelmed with a brand or business. To monitor and fix the issues causing this negative sentiment, some brands form Cost of Dissatisfaction (COD) initiatives to reduce the financial impact unsatisfied customers have on their organization.

For our client, their organization sought to reduce their COD by 75% by the start of their next fiscal year. Noticing a rise in customer issues regarding lost shipments, damaged packages, and unauthorized returns, their leadership wished to know the root cause behind these issues. Once this information is uncovered, they could then optimize and improve the quality of their customer care, sales, and return departments, boosting customer satisfaction while also significantly reducing annual costs.

To ensure their organization could achieve this goal within the agreed upon time frame, the client required an experienced partner that could provide the AI and automation expertise needed to reduce costs and create a more proactive, customer-centric approach to addressing feedback.

High COD:

• Incorrect actions taken by internal teams resulted in a rise of unauthorized returns and lost shipments
• Led to increased customer dissatisfaction, as well as mounting expenses for the organization

Poor governance of policies:

• Internal policies were not followed often enough, resulting in teams making preventable mistakes
• Leadership was unable to track the reasoning behind these mistakes to correct them

Our strategy

With the client already familiar with eClerx’s AI and technology expertise through previous efforts we supported, their organization reached out to ask for assistance with optimizing their sales and return processes.

In an effort to provide as comprehensive of a view possible of how the client’s teams managed the delivery and return of their products, eClerx’s Digital Transformation services developed an intelligent supply chain solution powered by Agentic AI. Leveraging advanced data analytics, this AI-driven process first tracked the distribution of COD credits, analyzed the images of damaged packages, and monitored products throughout the entire delivery lifecycle to identify the trends contributing to the rise in COD. With the information into the root causes now uncovered, eClerx then presented this data to the client’s leadership, providing several recommended policy improvements to curb any additional COD growth.

From there, eClerx’s technology experts began to work closely with the client’s teams and sales representatives about these policy changes, ensuring greater alignment across each department. To further help improve policy adherence, our team also introduced several new tools and technologies to help boost employee efficiency, such as:

• Data engineering
• Process mining
• Agentic AI-driven reporting and insights
• Additional helpdesk support

Altogether, eClerx’s strategy provided a holistic solution that helped the client decrease the number of un-authorized returns made while also keeping their organization on track to their COD goal.

The results

Once introduced into the client’s workflow, eClerx’s Agentic AI supply chain solution provided significant cost savings after just a short time of operation, as well as ensuring their organization kept to their established COD reduction goal.

The results included:

• Approximately $128.4M in cost savings across North American and EMEA regions
• 75% reduction in COD over fiscal year
• Reshipped over $200M of returned products due to issues like wrong addresses or customer unavailability

Impressed with the results and ingenuity of the solution, the client continued to leverage eClerx’s Agentic AI solution to further improve their customer satisfaction rates. Their organization is also looking forward to integrating more of eClerx’s Agentic and Generative AI solutions to improve their customer journeys.

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