Gladly × KÜHL
Gladly x KÜHL, support team becomes a revenue center
120% more revenue per call
Ticket managers to revenue generators
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Why it works
The 120% revenue-per-call headline is a number going up, which locks in Breakthrough as the primary type despite strong efficiency sub-results like the 44% WISMO reduction and weekend email volume halving. The story earns its structure by showing a concrete before-state (agents too burdened by ticket volume to upsell) and a clear mechanism (AI absorbs repetitive inquiries, freeing agents for consultative sales conversations). The Nancy Orgill quotes carry real operational detail rather than generic praise, which keeps the narrative credible.
Steal this
The before/after on a single operational detail (weekend emails dropping from 100+ to 40) grounds an abstract efficiency claim in something a reader can picture immediately. Use a concrete volume number from a recurring pain point to make efficiency gains tangible.
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.