Reinventing Customer Experience
Traeger Grills partnered with Consilium to rearchitect customer support technology and processes to drive world-class experiences using the AWS cloud.
The challenge
Traeger leadership recognized their customer support experience was not keeping pace with their industry-leading position in the outdoor cooking space. They set out to build a scalable foundation of cloud-based technology that would function as a catalyst for innovation and future growth.
How Consilium helped
Traeger’s customer experience processes were outdated and complex. Customer support agents were required to access a variety of disparate systems while attempting to assist customers in real-time.
Using Amazon Connect Contact Lens, Consilium developed a natural language processing solution that simplified the experience for thousands of employees across the globe. That simplification allows support agents to engage customers without worrying about unnecessarily complex processes.
Simplification
Consilium and Traeger partnered to develop a state-of-the-art infrastructure that was able to consolidate data from a wide variety of new and existing data sources.
That infrastructure derives insights that allow business users to create entirely automated customer experiences. eliminating the need for agents to interact with customers.
Traeger is able to interpret data from product sensors and automate the distribution of replacement parts to customers.
Personalization
E-commerce is a fundamental component of Traeger’s customer experience. From new customers purchasing their very first Traeger, to seasoned Pit Masters replenishing their supply of genuine Traeger pellets, personalizing a support experience is critical to helping customers get back to spending time with family and friends.
By integrating their e-commerce and communication platforms, Traeger is able to ingest real-time web traffic to contextualize customer experiences based on an infinite number of personalization attributes.
Automation
Value delivered
Traeger had a fragmented and inefficient collection of technology solutions. The company partnered with Consilium to reinvent its CX technology infrastructure with the goal of providing a world-class customer support experience and enable data to act as a catalyst for innovation and growth.
The speed of implementation of their initial solution was unprecedented for Traeger. Within hours, the company had access to data that helped drive operational decisions and provided immediate results to key metrics.
Over a period of six-months, customer satisfaction (CSAT) doubled and first contact resolution (FCR) improved more than 100%. Insights derived from new natural language processing capabilities were used to simplify operational processes and reduce average handle time (AHT) by more than 25%.
“When I joined the team, we had almost zero control over any customer experience technology.
Our Amazon Connect solution was designed, implemented and launched in a matter of weeks.
We were able to consolidate a myriad of platforms and solutions into a unified architecture that simplified both agent and customer experiences.”
-Corey Savory-Venzke, VP of Customer Experience, Traeger Grills
CSAT
+100%
(45% to 90%)
FCR
+114%
(35% to 75%)
AHT
-25%
“I’ve been fortunate to have spent 20 years driving customer experience for a variety of global consumer brands. I’ve never seen anything close to what we’ve built with Consilium and AWS.”
— Corey Savory-Venzke, VP of Customer Experience, Traeger Grills
