How CABAIA Achieved 74% Cost Reduction with Yuma AI

Introduction

CABAIA is a French company specializing in leather goods and accessories, with a well-established presence across Europe. The company was founded in 2015. The key behind their rapid success is a network of retailers, and robust e-commerce presence. They operate 40 boutiques in France and beyond, supported by a workforce of 250+ people.

CABAIA grew a remarkable 66% with annual sales reaching €100 million. This fast growth also meant increasing volume of customer inquiries across various platforms. To maintain the high standards of service they turned to AI automation. The team uses Zendesk as their help desk software and this is what  they had to say - We use Zendesk as a ticketing tool. We only realized this when using Yuma that Zendesk is a dinosaur in the way it creates and manages views, triggers and automations. You're always faced with a list of conditions with buttons for setting parameters.

“Yuma is the solution that offers us the best value for money. But what we like most is Yuma's ability to grow with the customer.” - Gwen Pilorget, Director of Customer Relationship at Cabaia

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Problem

CABAIA faced significant challenges in support during its busiest times of the year. There are two major peaks — September and the holiday season in November, December. The company struggled to onboard and train new agents fast enough. Issues ranging from simple queries to complex-cases placed major pressure on their team.

In 2023 alone, their after-sales service handled an overwhelming 132,000 tickets. Level 0 and 1 tickets, were still being resolved by humans. These repetitive tasks consumes time and doesn't add any real value.

Soon it became clear that the current support system was unsustainable. CABAIA needed a solution that could automate tasks end-to-end. That's without compromising on response times, consistency and service quality.

“Yuma has enabled us to stop worrying about the level 0 and 1 tickets that agents are always reluctant to do. Agents only work on interesting cases where there is a human need. The people working in my department are more fulfilled since the tool was implemented.” - Gwen Pilorget, Director of Customer Relationship at Cabaia

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Solution

CABAIA began utilizing Yuma AI in January 2024. Yuma was implemented with CABAIA's CX stack, automating the handling of routine ticket types. Top tickets include - order cancellations, modifications, newsletter un-subscription, guarantee claims, and delivery address changes. Since then, Yuma has significantly reduced the workload, allowing them to work more complex cases.

To further enhance customer support, CABAIA integrated a comprehensive knowledge base into Yuma. This feature empowers Yuma to provide detailed product information. Details include dimensions, weight, airline-compatibility, etc.

Six months into the implementation, CABAIA has successfully automated many major cases. The ongoing development of the AI Agent feature promises increasing automation rate. The solution has allowed them to halt internal recruitment for customer service; which demonstrating the effectiveness of AI in 2024.

This is how the Cabaia team describes it - A rush in customer support is like a service in the kitchen. Everyone has to be at their post. The chef has to know how involved and knowledgeable the members of his brigade are. It's a huge mental burden. Yuma makes it possible to do away with certain jobs, so you can focus only on what's important.

‘When I set up a generative AI, I was afraid that the tone of voice would be unsuitable. I was blown away by the way the AI interacted with our customers. It adapted perfectly to our way of interacting with the customer.” - Isaure de La Jonquière, Project Manager - Warranty at Cabaia.

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Outcomes

Cost Savings

CABAIA has achieved major cost savings with Yuma AI. Cost per ticket processed was €3.75 by a human agent (with Yuma it’s €1 per ticket). In half a year, they've saved €9,675 with Yuma. Today, the financial efficiency gained through AI automation is real.

Efficiency Gains

Yuma AI stays live 24/7, offering instant responses to customer inquiries. As a result, human agents can better solve Level 2 and Level 3 tickets.

Unexpected Benefits

CABAIA discovered that Yuma AI was more flexible than initially anticipated. The roll out since have been incremental and collaborative. Meanwhile, gradual implementation by Yuma team enabled a smoother transition.

Strategic Impact

Yuma has prompted a strategic shift within CABAIA's customer service department. Recognizing the importance of scalability, the department has since reorganized. A role has been dedicated to manage AI led Customer Support.

CABAIA is expecting to handle an influx of 45,000 tickets between just November and January 2025. They are confident of this new level with Yuma AI.

“Yuma has enabled us to offer customers an instant response. Customers receive replies in less than 2 minutes. This has had a direct impact on our first response time. A good first response time always corresponds to an improvement in customer satisfaction. Our customer satisfaction has improved by 0.7 points in a short time.” - Gwen Pilorget, Director of Customer Relationship at Cabaia

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Conclusion

Partnership with Yuma has marked a turning point in CABAIA's customer support operations. It empowered their team to focus on more complex and value-added interactions. With Yuma, CABAIA is processing thousands of tickets weekly at a fraction of the cost compared to human agents. This translated into a substantial saving of €9,675 and a more engaged, efficient support team.

Beyond numbers, Yuma’s flexibility and responsive support have proven invaluable to CABAIA. The Yuma team has consistently delivered solutions tailored to CABAIA’s needs. They resolve issues within hours and integrate new features when needed.

Yuma has allowed them to scale operations without the need for additional hires. Which positioned them to handle the upcoming peak seasons with confidence. Looking ahead, CABAIA plans to further leverage Yuma’s capabilities. They aim to increase automation and refine their customer support processes.

“Yuma's success team is extremely responsive. Our collaboration is super fluid and we are constantly progressing by developing new features that are almost tailor-made when needed.” - Romane Molinengo, Customer Service Project Manager at Cabaia

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