Package.ai has announced its first long-term customer experience outcomes achieved by Broad River Retail. Broad River has used Package.ai to deliver faster and more personalised service by automating delivery communication, confirmations, rescheduling, and real-time coordination.
“Retailers are done settling for disconnected experiences,” said Ziv Fass, CEO of Package.ai. “Broad River’s success shows how powerful it is to manage both last-mile logistics and customer communications natively on a unified AI-based platform. They’re delivering not just furniture, but a seamless experience.”
Achievements
By using Package.ai over the past year and a half, Broad River achieved a 10-point increase in Net Promoter Score (88 → 98), a metric used to measure how likely a customer is to recommend a company or service; a 20% reduction in inbound call volume; consistent confirmation rates above 90%, and a 3.5x increase in their customer feedback response rate (14% → 48%).
“Package.ai helped us fundamentally reimagine how we connect with customers during one of the most important stages of their journey,” said Wes Dudley, VP of Customer Experience and Retail Operations at Broad River Retail. “It allows us to deliver on our promise seamlessly, efficiently, and in a way that truly feels personal. That transformation has had a measurable impact not just on our customer satisfaction but on how our teams work together behind the scenes.”
