How We Increased Webshop Orders by 2.7× and Improved Profitability?

How many call center agents are needed to efficiently confirm and process orders? Can they respond quickly enough without keeping customers waiting? Even if this works under normal conditions, after a successful advertising campaign it often becomes a bottleneck when order volume increases sharply.

In this case study, we explain how we solved this challenge for one of our clients.

Project Overview

Our client is a large electronics webshop. Before working with us, order processing followed a traditional workflow: once a customer placed an order, the request was forwarded to a manager, who then contacted the customer by phone to confirm it.

Unfortunately, not all requests were handled in time. Some were missed entirely, while others experienced significant delays due to operator workload. On average, customers waited 2–3 hours for a callback, and many abandoned their purchase in the meantime and chose competitors instead.

As a result, the webshop was losing both time-sensitive customers and completed sales.

Our goal was to reduce order processing time and eliminate lost conversions.

Business Automation Approach

We help companies reduce operational costs and increase profitability through business process automation.

For this project, we implemented an automated voice calling system (voice bot) for order confirmation and processing.

The system significantly improved call center efficiency by:

• automatically calling customers after order placement to confirm details;
• handling order confirmation and minor modifications through a structured dialogue.

Instead of waiting for a human agent, customers received an immediate call from the system within seconds after placing an order.

How the System Works

The voice bot communicates with customers based on predefined call scenarios and decision logic. It is capable of:

• verifying order details;
• answering frequently asked questions;
• modifying orders when needed;
• escalating the call to a human operator if requested.

Once the order is confirmed, the system automatically registers it in the CRM and creates tasks for sales managers.

The solution is fully integrated with the CRM system, allowing it to access complete order and customer data in real time.

Re-engagement and Upselling

Beyond order confirmation, the system also helps re-engage customers by:

• reminding users about abandoned orders;
• informing customers about new promotions;
• collecting feedback about the webshop experience.

This not only improves conversion rates but also helps recover lost customers and generate additional sales opportunities.

Results

After implementing automated calls:

• average order confirmation time decreased from 2–3 hours to a few seconds;
• no incoming requests were lost;
• operational workload on call center agents was significantly reduced;
• the webshop processed 2.7× more orders per month.

Additionally, the system helped recover previously lost customers, generating extra revenue from abandoned and unfinished orders.

Conclusion

Automating order confirmation allowed the webshop to scale efficiently after increased demand, eliminate delays in customer communication, and significantly improve overall profitability.