Innovior, Probe Group and Convai have helped Australian apparel provider Workwear Group transform its customer service operations, bringing together AI, Salesforce, telephony and analytics technologies in a deployment that increased digital self-service resolution from 14.48% to 51.12% within weeks.
A multi-partner technology deployment has transformed customer service operations at Workwear Group (WWG), demonstrating how channel expertise can bring together AI, cloud communications, CRM and analytics technologies to deliver measurable business outcomes.
The Australian workwear provider, whose brands include Hard Yakka, KingGee and NNT, engaged Probe Group, including Probe CX and Innovior, alongside Convai, to modernise an environment affected by legacy technology, fragmented processes and limited operational visibility.
According to a case study published by Innovior, customers previously generated high volumes of avoidable “Where is my order?” enquiries because of limited order visibility. Simple enquiries could also require lengthy email exchanges and manual intervention, while multiple technology platforms increased operational complexity.
Innovior worked with WWG’s executives, operational leaders and frontline teams to map customer journeys and identify where technology could improve operations before implementing a new integrated customer service environment.
The resulting Contact Centre in a Box deployment combines Salesforce Service Cloud, Amazon Connect, Oration by Convai and ProbeOS. The solution provides AI-powered customer engagement across five brands alongside a unified Salesforce environment, analytics, automated quality assurance and managed services.
The project highlights the role channel partners can play in integrating technologies from multiple providers into a single environment rather than requiring customers to manage separate platforms and processes.
Within just over four weeks of going live, WWG’s digital self-service resolution rate increased from an annual average of 14.48% to 51.12%. Chat Average Handle Time fell by 16.05%, while the number of resolved customer cases increased by 16.85%.
Automated analysis also contributed to a 3.3% improvement in quality assurance performance, according to the case study.
Hayley Pallini, Group Manager Customer Service and Success at Workwear Group, said: “Customer experience is central to how we want to compete, and this partnership has moved us further and faster than we thought possible.”
The deployment provides WWG with a more scalable customer service environment while establishing foundations for further use of AI and automation. For the channel, the project also illustrates the opportunity for partners to combine consultancy, integration, managed services and technologies from multiple vendors to address broader customer business requirements.
