customer_support · ecommerce · workflow
Jerome's Furniture cuts cost per contact 40% and speed of answer from 32 minutes to under a minute with Kustomer
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Multichannel customer contact
Customers contact Jerome's across phone, SMS, social media, and email channels.
Tools used
Kustomer
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.
Results
Time saved75%
Volumeover 8,000
Cost replaced40%
Grounding & classification
Source type: vendor customer story
25 fields verified against source quotes, 1 dropped as unverifiable.
form submissionsupport ticketfailure mode describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedretailcost reductioncustomer satisfactiondeflection rateemployee productivityresponse time reductionvendor customer storyback office opscustomer supportfield serviceinbox to system