Gladly × BSN Sports
Gladly x BSN Sports, 57% fewer peak-season staff with unified customer data
57% reduction in peak season staffing needs (70 to 30 temporary workers)
Fragmented guesswork to data-driven operations
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Why it works
The case study earns its efficiency tag cleanly: every headline number goes down (handle time, staffing headcount, contact volume, manual sorting time), and the before-state is described in concrete operational detail. The secondary Clarity thread is genuine, as the staffing transformation only happened because the team gained accurate forecasting data they never had before. The mechanism is specific enough to follow: unified conversation timeline plus AI-assisted knowledge base plus reporting that surfaced contact patterns.
Steal this
Naming the AI agent ('Stanley') and showing how the team personalized adoption is a low-cost humanizing detail that makes the technology feel owned rather than imposed, and it signals real depth of rollout without requiring extra proof points.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Gladly's published work; we link to the source and lead with our analysis.