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Realising ROI for Workwear Group in just 4 weeks with Agentic CX

We're a transformation partner combining outcomes-led consulting with AI, automation, advanced analytics and Salesforce solutions as part of our parent company, Probe Group. We unlock enterprise productivity and ROI through a suite of practical solutions proven to create measurable real-world improvements.
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CLIENT Workwear Group (WWG)

INDUSTRY Apparel & Supply Chain | B2B Retail

BUSINESS SIZE Enterprise

SOLUTIONS Innovior’s Contact Centre in a Box, powered by Service Cloud, Amazon Connect, Oration by Convai and ProbeOS

36.64% lift

In self-serve rate from avg. annual rate of 14.48%

16.05% reduction

In Chat Average Handle Time (AHT)

16.85%

Increase in resolved cases 

 

The Client

Market leader in apparel supply chains

Workwear Group (WWG) is the leading workwear solutions provider, nationally.

Providing safety and uniform apparel and footwear, across industrial and corporate sectors, WWG is a trusted partner to many businesses and end-wearers. Serving multiple distinct brands, including Hard Yakka, KingGee and NNT and managing complex logistics, WWG caters heavily to B2B customer networks where timely support and clear transactional clarity are critical.

To modernise its service infrastructure, WWG engaged Probe Group - Probe CX, Innovior and Convai - to fundamentally transition its operations away from a traditional, static operational setup.

The Challenge

Transforming legacy CX while reducing operational complexity

WWG's existing customer service environment had become increasingly difficult to scale. Legacy technology, fragmented processes and limited operational visibility created unnecessary effort for both customers and service teams while restricting future automation. Challenges included:

  • Limited customer visibility: High volumes of avoidable 'Where is my order?' enquiries due to limited order visibility.

  • Manual service processes: Simple enquiries required lengthy email exchanges and manual intervention.

  • Limited operational insight: Manual QA provided little visibility into recurring issues.

  • Fragmented technology landscape: Multiple vendors and platforms increased complexity, cost and slowed innovation.
The Consulting Approach

Business outcomes first 

Innovior worked with executives, operational leaders and frontline teams to map customer journeys, identify operational pain points and prioritise initiatives based on business value, customer impact and implementation complexity.
The Solution

Contact Centre in a Box

To transition WWG from a reactive cost centre into a data-rich CX engine, Innovior implemented Contact Centre in a Box, combining Salesforce, AI, telephony, analytics and managed services into a single operating model. Ultimately, providing one integrated solution, one delivery partner and one commercial model. 

AI-powered customer engagement across five brands through Oration by Convai. 

Unified Salesforce agent experience with contextual hand-off. 

Operational intelligence through ProbeOS analytics and automated QA.

Managed service delivery with ongoing optimisation.
The Results

Immediate ROI

Within just over four weeks of go-live, Innovior's business-led solution achieved rapid realisation of the client's business case, achieving: 
  • Greater digital adoption: Digital self-service resolution increased from 14.48% to 51.12%.
  • Improved operational efficiency: Chat AHT reduced by 16.05% and resolved customer cases increased by 16.85%.
  • Continuous improvement: Automated analysis improved QA performance by 3.3% while providing actionable operational insights enabling faster decision-making, targeted coaching and ongoing improvements to service quality and operational performance.

Business Impact

By combining consulting, Salesforce, AI and managed services into a single operating model, Innovior helped Workwear Group modernise customer service, reduce operational complexity and establish a scalable foundation for future AI capabilities.

"Customer experience is central to how we want to compete, and this partnership has moved us further and faster than we thought possible.”

- Hayley Pallini, Group Manager Customer Service and Success, Workwear Group.

 

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