- Fewer requests reaching the team
- 50%Fewer requests reaching the team
- Conversations handled per week
- 587Conversations handled per week
- Coverage, including out of hours
- 24/7Coverage, including out of hours
- Capacity reassigned
- ~1.2 FTECapacity reassigned
Before
After
The challenge
Every question that arrived through the website became an email: shredding bookings, showroom appointments, ink cartridge identification, sourcing requests and support issues all landed in the same inbox.
Customers browsing outside office hours waited until the next working day for an answer, and some did not wait.
Enquiries were easy to lose in a shared mailbox, and the data inside them was never captured anywhere useful.
What we built
- A 24/7 AI agent on the website trained on the full product and services range, handling shredding requests, showroom bookings, cartridge identification, sourcing, product questions and sales meeting bookings.
- Structured capture of every sourcing and sales conversation, so requirements can be followed up with a relevant, personalised response rather than a generic one.
- Support issues the agent cannot resolve are captured as tickets rather than dropped, with the team notified the moment a customer asks for a person.
- A live dashboard giving the sales support team a real-time feed of every conversation happening on the site.
What changed
Around 587 conversations a week are now handled at the point of question, against roughly 1,600 unique visitors, so a substantial share of the site's traffic gets an immediate answer.
Half of the inbound requests that used to arrive as website form emails no longer reach the team at all, and the ones that do are the ones that genuinely need a person.
Sourcing and sales intent is captured as structured data rather than free text buried in a mailbox, which makes follow-up specific instead of generic.
Systems
- Website agent
- Live conversation dashboard
- Orbit CRM
- Horizon ERP