2,000 Field Technicians Get Instant Answers — Saving $1.8M/Year

A large US specialty retailer gave 2,000 field technicians across 200+ locations an AI assistant for instant answers — recovering an hour a day per tech and targeting $1.8M a year in savings.

Company

The customer is one of the largest specialty retailers in its category in the US, with more than 200 locations and 2,000 field technicians. This case study is presented anonymously at the customer's request.

Challenge

The retailer's 2,000 field technicians were spending roughly one hour each day searching for technical answers. That lost productivity added up to millions in annual cost. The company needed an AI assistant that could instantly surface the right information to technicians on the floor.

Solution

After evaluating Glean and Sierra, the company chose DevRev to deploy an AI agent for its 2,000 technicians across all locations. The solution acts as an intelligent assistant that understands the company's domain and delivers instant, contextual answers.

Impact

Turning hours of searching into seconds of answers translated directly into recovered productivity: