Rubraik Automate Clears Peak-Season Backlog and Cuts $4Billion Footwear Brand’s Response Times from Over an Hour to Under 2 Minutes
Rubraik Automate Clears Peak-Season Backlog and Cuts $4Billion Footwear Brand’s Response Times from Over an Hour to Under 2 Minutes
Industry
A leading American footwear company, nearly $4 billion in size, faced a massive backlog of customer inquiries and call wait times exceeding one hour heading into peak season. ResultsCX deployed Rubraik Automate to bring AI-driven email categorization, customer validation, and automated response creation into the workflow, with agent review built in, turning an unmanageable inquiry surge into a fast, accurate, and auditable resolution process.
The Results:
80%Â
Relevant responses
99.9%Â
Uptime of the platform
Within 2 minsÂ
Automated response receivedÂ
90%Â
Irrelevant questions recognized
The Challenge
Approaching peak season, a nearly $4 billion American footwear company faced a mounting backlog of customer inquiries after website and distribution center issues collided with seasonal demand. Call wait times exceeded one hour, average handle times climbed, and call and chat abandonment rates rose as customers grew frustrated. Incorrect product displays and inventory management gaps drove increased order cancellations, threatening the company’s most profitable quarter.
The Solution
ResultsCX deployed Rubraik Automate to convert reactive backlog management into automated, agentic execution. Email Categorization automatically triaged inquiries by query type. Customer Validation and Issue Resolution verified customer information and performed required resolutions without manual lookup. Response Creation generated tailored replies to each query, routed through agent review before dispatch. Paired with scaled staffing and a dedicated back-office team, this closed the backlog fast, with quality checks built into every step.The Customer
The client is a nearly $4 billion American footwear company navigating a critical peak-season surge in customer inquiries, compounded by website and distribution center strain. As a high-volume consumer brand where wait times and order accuracy directly affect revenue, the company needed automation that could scale quickly and reliably. Rubraik Automate gave the brand agentic execution built for exactly this kind of seasonal, high-stakes operational pressure.
