Food & Beverages Case Studies and Customer Success Stories with Shelf.io
Glovo
- Food & Beverages
- Large
Barcelona, Spain
Shelf helped Glovo cut contact center handle times by over 90 seconds within two weeks. Glovo used Shelf's knowledge management... system integrated with Kustomer to improve agent onboarding, process adherence, and content usage by 45%. The new system supported 13 languages and enabled real-time answer recommendations for agents. Over 90% of users preferred Shelf to other knowledge products. Glovo improved first contact resolution and customer satisfaction scores with AI-powered suggestions.
Shelf helped HelloFresh cut average handle time by 20%. The company faced challenges with 12 separate knowledge sources and rising... customer demand. Shelf provided a single source of truth and integrated with Genesys, making it easy for agents to find answers. Implementation took just 6-8 weeks per market. Agents now use decision trees and report higher confidence and better customer satisfaction.
Shelf helped HelloFresh cut average handle time by 20%. HelloFresh used Shelf to give agents one source of truth for... customer answers. Agents no longer switch between 12 knowledge sources. Shelf integrates with Genesys, making it easy for agents to find answers fast. Customer satisfaction scores improved. New agents learn faster with Shelf’s decision tree feature.
Global coffee brand
- Food & Beverages
- Very Large
Shelf helped a global coffee brand remove 23% of outdated content files. The company used Shelf to improve document quality... and deliver better answers to agents. 99% of agents now use Shelf's copilot, leading to a 95% first contact resolution rate. Average handle time dropped by 22%. The brand won a major contact center award after deploying Shelf.
Shelf helped Lowell Nordics cut average handle time by 25%. First contact resolution rose from 83% to 90%. Net Promoter... Score jumped 111%, from 26.1 to 55.2, in six months. Shelf's knowledge management system integrated with Genesys Cloud, giving agents faster, more accurate answers. New agents made fewer errors and customers had shorter wait times. Lowell Nordics improved customer satisfaction and streamlined debt management operations.
Shelf helped Lowell Nordics cut average handle time by 25%, from 8 to 6 minutes. First call resolution rose from... 83% to nearly 90%. Net Promoter Score jumped 111%, from 26.1 to 55.2. Agents found answers faster and new hires ramped up quickly. Shelf's knowledge management system integrated with Genesys Cloud, giving agents a single source of truth. Lowell improved customer experience and streamlined operations across the Nordics.
Global Rideshare & Delivery Giant
- Transportation/Trucking/Railroad
- Very Large
Shelf helped a global rideshare and delivery giant fix over 100,000 content issues. The company struggled to manage over 1... million files and frequent updates, making GenAI content unscalable. Shelf created a quality assurance layer to scan and fix content issues in real time. This eliminated redundant, obsolete, and duplicative content. The company is now on track for a 90% reduction in live customer service interactions.
Home and Security Leader
- Consumer Electronics
- Large
USA
Shelf helped a home and security leader fix over 100,000 content issues in customer support. The company saw a 64%... boost in team throughput and a 16% drop in agent turnover. Shelf improved refund rates by 265% and raised 8 key metrics, including time to resolution and first contact resolution. The solution set a foundation for innovation and GenAI use cases. The company now exceeds parent company standards for customer service.
Retail Case Studies and Customer Success Stories with Shelf.io
Designer Shoe Warehouse (DSW)
- Retail
- Very Large
Shelf helped Designer Shoe Warehouse (DSW) cut average handle time by 7. 8% in one year. The knowledge management platform...made it easier for 500 support associates to find answers fast. DSW saved the equivalent of 39 full-time agents, or $780,000 per year. Customer satisfaction scores improved for both voice and written channels. Trainers now use Shelf to keep content consistent and speed up new hire training.
Entertainment Case Studies and Customer Success Stories with Shelf.io
Leading Streaming Service
- Entertainment
- Very Large
Shelf helped a leading streaming service boost GenAI adoption by 154%. The company improved new hire proficiency by 42% and... reduced onboarding time. Shelf enabled better content quality assurance and governance. Customer support teams saw a 36% increase in agent sentiment. The solution led to 96% adherence to governance SLAs and improved customer satisfaction.
Insurance Case Studies and Customer Success Stories with Shelf.io
A leading U.S. insurance provider (Fortune 500)
- Insurance
- Very Large
USA
Shelf helped a Fortune 500 U. S. insurance provider eliminate 99% of content ROT and improve time to resolution by...19%. The company unified its CRM, CCaaS, and knowledge management systems using Shelf, supporting over 15,000 employees and field staff. Shelf integrated with Salesforce and Genesys, delivering governed GenAI answers and content intelligence. The solution enabled enterprise-wide standardization, multi-endpoint GenAI deployment, and reduced compliance risks. Shelf became a core part of the insurer’s AI and automation strategy.
Leading Telecom Company
- Telecommunications
- Very Large
Shelf helped a leading telecom company cut 62% of content ROT, reducing 25,000+ documents to 9,500 AI-ready assets. Teams struggled to... find answers due to outdated and duplicated content. Shelf's platform delivered robust content governance, semantic tagging, and Okta SSO integration. Search success rates improved and abandoned searches dropped. Over 2,500 users now access reliable, context-rich information for faster, safer knowledge delivery.
Manufacturing Case Studies and Customer Success Stories with Shelf.io
OPEX Corporation
- Manufacturing
- Large
Moorestown, USA
Shelf helped OPEX Corporation build a new knowledge management system for over 400 field technicians. The tech support team set... up Shelf quickly without extra IT resources. Within 6 months, OPEX doubled licenses and plans to add 500 more users. Shelf’s platform supports multi-language content and turns complex manuals into easy guided workflows. 85% of tech support now uses Shelf all the time, improving answer turnaround and customer satisfaction.
Fortune 50 healthcare leader
- Hospital & Health Care
- Very Large
Shelf helped a Fortune 50 healthcare leader fix content ROT in over 60% of their documents. The company was breaching... SLA for first contact resolution due to outdated and inaccurate content. Shelf's solution removed bad content, added missing context, and improved agent assist answers. Content utilization improved by 225%. First contact resolution reached over 95%, ending contract breaches and restoring trust.
