How AI Eliminated Disjointed Communication & Boosted CS Efficiency for a Service Firm
By unifying customer data and proactively flagging issues, this team improved client satisfaction and reduced resolution times.
The Challenge
A tech-enabled service firm's customer success team faced critical challenges with fragmented workflows and disjointed client communication. Multiple team members often contacted the same client about different issues (e.g., expired documents, file updates) without full context of other ongoing interactions or unresolved tickets. This created confusion, eroded client confidence, and wasted valuable team resources hunting for information across their HubSpot CRM, internal portal, and call logs. Founder John worried this lack of coordination was undermining client relationships.
The Solution
Narratic AI integrated across the firm's communication channels and CRM, consolidating all interactions into a unified, AI-powered view for each client. Before initiating or responding to contact, support agents instantly received AI-generated summaries of past conversations, open tickets, and crucial file statuses. The system proactively flagged unresolved issues or expiring documents mentioned in transcripts or emails, allowing agents to address multiple needs in a single, informed interaction and preventing uncoordinated outreach. This eliminated the frustrating experience of disconnected touchpoints and equipped the team with a central source of truth.
First-Call Resolution
+35%
increase through complete context awareness
Avg. Resolution Time
-40%
reduced by eliminating research delays
Client Success Scores (CSAT/NPS)
Significant Improvement
via seamless, coordinated, and proactive support
Narratic AI has dramatically reduced the stress of potentially dropping the ball. Our agents now feel fully equipped and confident handling any client interaction, knowing they have the complete picture. This translates to a tangible improvement in how clients perceive us – it’s a cohesive, positive experience.