Measured outcomes
Store-issue resolution: down 51%
Pattern-issue detection: 14 systemic issues identified Y1
Store manager NPS on operations support: +32 points
A 1,200-store retailer’s store managers escalated operational issues (POS, inventory, facilities) via email. Issues sat in inboxes; district managers had no visibility into store-level problem patterns.
CSM with mobile-first store-manager UX. District-manager dashboards show real-time store health. Routing rules ensure tickets reach the right specialist. Pattern detection flags systemic issues across multiple stores.
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