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Agentic AI Applications Close More Deals for Moving & Storage Giant

A leading moving and storage provider elevated sales performance and enhanced customer experiences thanks to innovative agentic AI applications.

Industry: Retail & Ecommerce

4%

increase in sales close rates

175K

calls transcribed to fuel data-driven insights

85%+

accuracy in intelligent sales insights

Challenge

For this premier moving and storage brand, every customer conversation is an opportunity to drive sales and foster trust. However, the company encountered a significant challenge: while sales calls were occurring daily across internal teams and Concentrix advisors, there was minimal visibility into the factors that truly influenced results.

Leaders sought answers to these critical questions:

  • Which advisor behaviors resonate best with customers?
  • How can sales interactions be consistently measured and improved without sacrificing the personal touch?
  • Most importantly, how can insights from thousands of conversations be transformed into lasting sales growth?

The gap was evident. Without enhanced visibility and actionable intelligence, the potential for performance improvement and customer engagement was not being fully realized.

Agentic AI Applications Empower Advisors to Close More Deals

Solution

Concentrix has been a trusted partner for over five years, providing the client with customer experience consulting, journey mapping, and AI-driven services. To tackle their visibility challenge, we implemented iX Hero™, our agentic AI application designed to convert raw conversations into clear, actionable insights.

Our approach unfolded in three key phases:

One: Process Analysis

  • Collaborative workshops: We established the most critical rules for AI-driven monitoring through focused discussion.
  • Comprehensive process mapping: This aligned our implementation plan with the client’s business objectives, ensuring clarity and direction.

Two: iX Hero Configuration

  • Custom AI rules: We identified the essential sales skills necessary for closing deals effectively.
  • Real-time guidance: Advisors began receiving precise, actionable insights during live customer conversations, enhancing their interactions.

Three: Integration & Enablement

  • Seamless integration: iX Hero results were integrated into the client’s data warehouse, allowing for real-time data verification.
  • Enhanced dashboards: We repurposed and improved dashboards, providing managers with instant visibility into advisor performance.
  • Training programs: Our live and recorded training sessions empowered advisors to quickly adapt to new workflows.

The partnership didn’t stop at launch. Together, we continue to evolve the solution by incorporating:

  • Dashboard enhancements: These allow for effective benefits tracking and baseline comparisons.
  • AI-driven call summarization: This feature streamlines coaching efforts and saves valuable time for managers.

Thanks to our close collaboration and swift execution, the full solution was operational in just 10 weeks.

“Our mission is simple: make interactions fast and effective for our customers. With iX Hero’s agentic AI applications, we cut through complexity and deliver the insights our customers need, faster. This frees our time to grow our customer relationships—we’re already seeing a significant increase in our sales close rates this year using iX Hero.”

–Bob Fowler, Chief Information Officer, PODS

Outcomes

With iX Hero implemented, the client gained clarity into sales performance and customer needs. The results speak for themselves:

451 sales advisors trained and onboarded to maximize tool effectiveness.

111 unique insights uncovered to inform focused coaching initiatives.

175,550 calls transcribed, creating a robust foundation for data-driven decision-making.

85% accuracy in insights delivered, ensuring reliable and actionable intelligence.

4% early improvement in close rates, directly linked to targeted coaching

24 measurable skill enhancements achieved across 18 key sales skills and 6 sales tactics.

For this moving and storage leader, agentic AI wasn’t about replacing people—it was about empowering them. By merging human expertise with AI-driven insights, sales teams can now concentrate on what truly matters: nurturing stronger customer relationships and closing more deals.

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