American Greetings overhauls Customer Service with INRY
Business OperationsSuccess StoryConsumer ProductsRetail

American Greetings overhauls Customer Service with INRY

American Greetings overhauls Customer Service with INRY

Make way for the new future-ready customer service team.


Customer service at American Greetings was fragmented and siloed with individual contact centers across the US. With over 14000 employees across the world and several brands across North America, Europe, Australia, New Zealand, and the Far East, it became difficult to deliver a consistent and personal customer service experience.

INRY’s implementation of ServiceNow CSM helped the client to modernize their customer service successfully.

American Greetings overhauls Customer Service with INRY-01 Ability to resolve issues faster, report on common problems and root causes helps the client to provide a consistent customer experience
How Casey’s completely transformed their Store leadership training lifecycle-03-1 Real-time reporting helps the client to monitor and consistently improve customer satisfaction, net promoter score and time to resolution
American Greetings overhauls Customer Service with INRY-03 Retirement of multiple outdated tools improved efficiency and resulted in a genuinely unified contact center powered by ServiceNow
How American Greetings insourced and modernized customer experience-04 The new future-ready customer service team has the stage set to modernize experience with the path to improving portals, emails, phone channels, and experiment with AI and bots
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