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TURNER DESIGNS

Louder Co. consultants work with business leaders across the country to overcome challenges, uncover opportunities, and enhance productivity. The success stories of our clients cover a range of industry sectors and diverse operational strategies.

Louder Co. consulting case studies are a window into how a community of solvers combine the strengths of people and technology to deliver profitable, and sustainable outcomes.

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Case Study

Select and Implement a New AI System to Streamline Customer Service Processes and Enhance Customer Satisfaction

Client: Turner Designs
Industry: Manufacturing
Our Role: Select and implement an AI-driven customer service solution to streamline and automate processes, enhancing productivity and boosting customer satisfaction
Services: Requirements Gathering, System Selection, System Implementation, Training, Change Management

The Challenge

Since 1972, Turner Designs has been dedicated to delivering sensitive, reliable, and user-friendly fluorometers for environmental and industrial uses. The manufacturer operates in a niche market with few competitors, and even fewer can rival the quality products and personalized services that Turner provides to their customers. Their operation is especially unique because Turner Designs not only manufactures their products, but they also distribute and sell directly to their customers.

Customer retention and fostering positive relationships are vital to their business success. However, their current customer service software lacked an efficient ticketing system and easy tracking of customer inquiries, resulting in significant manual work for their experienced staff and engineers. To address these challenges, Turner Designs partnered with Louder Co. to select an AI-enabled tool that streamlines manual customer service tasks.

The goal was to enhance their customer service by implementing a smart tool that learns from existing corporate materials and past inquiries to accurately solve customer problems. This establishes possibilities for sustainability and company growth.

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The Solution 
Louder Co. completed a comprehensive System Selection engagement to identify a customer service software that resolves Turner Design's most critical pain points while offering the greatest ROI. To fully understand the system requirements, our team of experts engaged in stakeholder interviews to gain a deep understanding of their current internal processes and critical pain points. Our interview findings were documented into a prioritized list of AI requirements, enabling Louder Co. to strategically research and evaluate various AI systems.
 
We evaluated eleven total AI systems and completed demos to narrow down our recommendation to a final system. The selected software, Intercom Fin, developed an intuitive ticketing process for Turner, which included the automatic assignment of tickets based on inquiry type. Additionally, the software generated an AI chatbot capable of autonomously responding to customer inquiries while continuously learning from multi-channel interactions.
 
Once a system was selected, Louder Co. worked with Turner Design's internal teams to implement Intercom Fin into their business. Implementing new technology can present various challenges, which is why developing a change management strategy and strategically rolling out the software is crucial. Louder Co. developed a software guide and conducted training sessions so the implementation process would be a smoother transition.
 
Our team of experts also successfully trained the AI chat bot on the client's product and company information so bot responses were accurate and tailored to the business. The implementation of Intercom's customer service software significantly improved the client's operations, resulting in substantial time and cost savings.
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The Results
  • Completed a thorough AI system selection, evaluating 11 customer service systems for consideration
  • Developed trainings and guidebooks for system implementation and change management
  • Successfully trained an AI chatbot to reply with a high degree of accuracy about client products
  • Effectively created an additional 30% more time for sales people, leading to substantial revenue creation.
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