Customer support ·

Jerome's Furniture cuts cost per contact 40% and speed of answer from 32 minutes to under a minute with Kustomer

The problem

Jerome's previous ticketing platform was rigid and poorly matched to the surge in SMS and social media interactions that replaced phone calls after the pandemic. Agents had to jump between systems because the POS was not integrated with the platform, slowing down service. Technician productivity data was captured only in handwritten logs with no structured digital reporting.

Workflow diagram · grounded in source
1
Multichannel customer contact
trigger
“Kustomer was integrated across phone, SMS, social media, and email channels”
2
Unified agent dashboard
integration
“adopt a conversation-driven platform that could unify every channel in one place. The vision was clear: give agents the tools they need to work faster, smarter, and with the full customer story in front of them. Kustomer was integrated a…”
3
Conversations converted to Tasks
routing
“Jerome's Furniture converted conversations to Tasks in Kustomer. This change alone moved over 8,000 interactions into a lower-cost, more streamlined workflow that freed agents from repetitive steps and cut per-contact expenses. Shifting …”
4
Technician job Forms
integration
“Shop technicians now use tablets to fill out short Kustomer Forms as they complete each job. These forms capture critical data, such as: What type of product they worked on, How many items they handled, How long each task took”
5
Operational reporting
output
“The reporting capabilities with Kustomer Forms gives unprecedented visibility into technician productivity and workload patterns. With these insights, Jerome's has been able to adjust workflows, allocate resources more effectively, and e…”
Reported outcome

Jerome's reduced cost per contact by 40% and improved NPS to two times higher than the industry average, cut average speed of answer from 32 minutes to under a minute, and increased average touch per hour from 6-7 to 12-15.

Reported metrics
Weekly call volume reduction75%
conversations shifted to Tasksover 8,000
Duplicated customer inquiries42% to 8%
Average touch per hour6-7 per hour to 12-15 per hour
Show all 7 reported metrics
weekly call volume reduction75%
conversations shifted to Tasksover 8,000
duplicated customer inquiries42% to 8%
average touch per hour6-7 per hour to 12-15 per hour
average speed of answer32 minutes to under a minute
cost per contact reduction40%
NPS vs industry averagetwo times higher than the industry average
Reported stack
Kustomer
Source
https://www.kustomer.com/customers/jeromes-furniture/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Jerome's reduced cost per contact by 40% and improved NPS to two times higher than the industry average, cut average speed of answer from 32 minutes to under a minute, and increased average touch per hour from 6-7 to…

What tools did this team use?

Kustomer.

What results were reported?

Weekly call volume reduction: 75%; conversations shifted to Tasks: over 8,000; Duplicated customer inquiries: 42% to 8%; Average touch per hour: 6-7 per hour to 12-15 per hour (source-reported, not independently verified).

How is this customer support AI workflow structured?

Multichannel customer contact → Unified agent dashboard → Conversations converted to Tasks → Technician job Forms → Operational reporting.

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