No Investment. All Impact.​
How OP360 Delivered Tangible Results for a Leading National Sporting Goods Retailer with 8Flow
Overview
A Fortune 500 retailer partnered with OP360 to unlock greater agent efficiency and deliver faster customer resolutions—all without investing time, money, or IT resources. By deploying 8Flow, our AI-powered workflow intelligence platform, OP360 transformed frontline operations and delivered measurable results in just six weeks.
The Challenge
The client sought to improve productivity and customer experience without adding internal burden. Existing workflows created inefficiencies, with agents losing valuable time to manual processes, repetitive searches, and inconsistent use of the knowledge base. Leadership needed a hands-off solution that could quickly demonstrate impact.
The OP360 Approach
At OP360, we believe clients shouldn’t have to choose between innovation and simplicity. With 8Flow, we managed every step—from vendor contracting to frontline training and workflow redesign.
No setup, no cost, no IT involvement required.
We took ownership of implementation, training, and optimization.
We lead the technology so our clients can focus on results.
8Flow delivered:
for Team Leads and WFM, driving live productivity interventions.
by analyzing agent cohorts, revealing that 32% of flagged chats contained incorrect resolutions (often tied to KB issues), while 60% needed coaching to streamline lengthy responses.
that improved accuracy, shortened response times, and optimized KB usage.
saves 1.33 hours per agent each week.
Result
The impact was fast and undeniable. Within just six weeks, OP360’s deployment of 8Flow drove a 14% increase in chats closed and an 11% lift in agent productivity, powered by real-time workflow visibility and targeted coaching. By automating repetitive, high-frequency tasks, we unlocked an average of 1.33 hours saved per agent each week, freeing frontline teams to focus on higher-value interactions. Deeper analysis revealed clear opportunities for improvement: 38% of chats were flagged for QA review, with coaching initiatives reducing lengthy responses in 60% of cases and correcting knowledge base misuse or inaccurate responses in 32% of cases. Together, these insights and actions translated into measurable efficiency gains, faster resolutions, and consistently better customer outcomes.
Why It Matters
Let’s Elevate Retail Together
