The Problem
“Customer Service was being overloaded with hundreds of emails and response times were reaching 48 hours.”
The business needed to support offers with custom eligibility rules, changing time windows, location-specific requirements, and customer-specific exceptions. Their CRM could store the final customer record, but it could not reliably interpret every promotion rule or validate each request without staff reviewing the details manually. That created response delays, inconsistent handling, and extra operational load during high-volume campaigns.
The Implementation
“Create an AI system that can integrate with SolidCore's CRM to automate customer requests, signups, memberships to reduce response time to 10 seconds.”
We placed an AI-powered workflow layer between the intake system and the CRM. The system interpreted incoming promotion and sign-up requests, checked them against current rules and active campaign windows, collected missing details when needed, and pushed clean, validated updates into the CRM. Gmail was connected for customer communication, AWS hosted the workflow services, and the React/TypeScript interface gave staff visibility into what the automation handled and what needed review.
The Result
“Customers are very happy. Sale Conversion rate is up 8% within the first 2 months. And the AI automation is able to handle 92% of the requests.”
Customer requests that previously waited on manual review for 24-48 hours could now be handled automatically in roughly 10 seconds. The workflow reduced staff response burden significantly, kept promotional handling more consistent, and was estimated to save $15K-$20K per month in manual operations time.
