Direct-to-Consumer · Sleep
Futwork × Flo Mattress

Every customer call answered, all quarter.

Scaling inbound support for Flo Mattress across WISMO and product queries, with answer rate held above target and AI being layered into the highest-impact cases.

AI + Human blend · inbound
Headline outcome
0
agent missed calls across the quarter
4 minaverage handle time, with answer rate held above the 95% target
This quarter · against target
Answer rate
0%
the target
Exceeded all quarter
CSAT
0%
Target 80%
Held steady
Avg. handle time
0min
across the quarter
At scale
Agent missed calls
0
across the quarter
Maintained
About Flo Mattress

Flo Mattress is a direct-to-consumer sleep brand in India, selling mattresses and sleep products online. As the brand scales, so does the volume and complexity of its customer support.

The challenge

Scaling support without dropping the ball.

Volume outpaced availability

High ticket volume was outrunning availability, so calls were missed and resolutions slipped.

WISMO and product cases

Where-is-my-order and product queries needed fast, accurate answers at scale.

CSAT under pressure

Missed calls and slower resolutions were weighing on customer satisfaction.

Escalations not handled live

Complex cases needed real-time supervisor support to keep responses timely.

The solution

Human coverage now, AI on the high-impact cases.

A scaling inbound desk that answers fast, acts in real time, and escalates the hard cases live.

Inbound query

WISMO & product

Answered fast

Zero missed calls

Service Provider

Resolves on the call

Real-time actions

Order creation & validation

Live escalation

Supervisor support

AI on high-impact cases

Scaling toward 60%
Why Futwork

Coverage that scales, held to the numbers.

Availability at scale

The Service Provider network flexes with ticket volume, so calls get answered even as demand climbs.

AI where it pays off

AI is being layered into the highest-impact cases, up to 60%, to handle routine volume faster.

Real-time system actions

Orders are created and validated live on the call, so WISMO cases close in a single touch.

Escalations handled live

Complex cases route to supervisor support in real time, keeping responses timely.

Coaching that cuts errors

Daily feedback sessions brought repeat error rates down through the quarter.

Zero missed calls

A tight availability model held agent missed calls at zero across the quarter.

The result

Above target on answering, tight on handle time, zero missed.

Answer rate held above the 95% target every month. CSAT stayed steady at 79% as volume scaled, average handle time held at four minutes, and agent missed calls stayed at zero throughout.

Answer rate above target CSAT 79% Avg. handle time 4 min Agent missed calls 0
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