Complete AI Workforce Transformation: Support, Sales & Automation
How we deployed AI customer support agents, AI sales representatives, and end-to-end workflow automation for NexGen Retail Group—achieving 65% cost reduction while improving customer satisfaction.
Mid-Market Retail Group Ready for AI Transformation
NexGen Retail Group operates multiple retail brands across Europe, serving thousands of customers daily through e-commerce and physical stores. With rapid growth came operational challenges that traditional scaling couldn't solve efficiently.
Their customer support team was overwhelmed, sales reps spent 60% of time on unqualified leads, and manual processes across order fulfillment, inventory, and communications consumed the majority of staff time.
Three AI Employees, One Unified Workforce
Each AI employee was trained specifically for NexGen's processes, brand voice, and customer expectations.
AI Support Specialist
24/7 customer support handling Tier 1-2 inquiries across chat, email, and phone with human-like conversation quality.
AI SDR Agent
Intelligent sales development representative that qualifies leads, nurtures prospects, and books meetings for the sales team.
AI Admin Agent
Automated document processing, data entry, and administrative workflows that previously consumed 70% of staff time.
End-to-End Process Orchestration
We connected every system and automated every repeatable process—from order placement to delivery confirmation.
Order-to-Delivery Automation
End-to-end automation from order placement to delivery confirmation
Lead-to-Customer Pipeline
Automated lead nurturing from first touch to closed deal
Support Ticket Resolution
Intelligent ticket routing and resolution workflow
Inventory & Reorder
Predictive inventory management with automatic reordering
From Kickoff to Full Deployment in 90 Days
Discovery & Planning
Process mapping, integration requirements, AI training data collection
AI Employee Setup
Deployed AI Support Specialist and AI SDR Agent with initial training
Workflow Automation
Connected systems, built automation flows, tested end-to-end processes
Optimization & Scale
Fine-tuned AI responses, expanded capabilities, achieved full deployment
Transformed Operations, Delighted Customers
65% Reduction in Operational Costs
AI employees handle 80% of customer interactions, reducing staffing needs while improving service quality
Customer Satisfaction Up to 4.8/5
Faster response times, 24/7 availability, and consistent quality drove CSAT from 3.2 to 4.8
3x Sales Pipeline Velocity
AI SDR qualification and nurturing accelerated the sales cycle, tripling pipeline movement
85% Staff Time Freed
Administrative automation freed human team for high-value relationship building and strategic work
"OARC didn't just give us AI tools—they gave us a competitive advantage. Our customer support is now better than companies 10x our size, and our sales team focuses only on closing deals."
CEO, NexGen Retail Group
