Gravitas, Acumen & Co (GAC)—a consulting and business process outsourcing firm founded by former SSENSE managers—we bring deep expertise in customer experience (CX) solutions that directly impact sales growth and customer loyalty. Our services focus on leveraging AI and automation to streamline operations, reduce costs, and enhance customer satisfaction.

The processes we can help you with are: 

• Claims management for PDNR (Product Delivered Not Received), lost, damaged, or missing items, reducing refund rates by up to 15% and increasing customer retention.
• Escalation management and negative review management, improving online ratings and potentially boosting sales by 5-9%.
• Fraud prevention outsourcing to safeguard revenue.
• General email and chat support outsourcing, with faster responses linked to a 20% boost in customer lifetime value.
• CX Technology Migration (e.g., from Zendesk to Gorgias)
• Employee performance and engagement management to boost retention and reduce costs; studies show that lowering turnover by 5% can cut hiring and training expenses by up to 25%, with average savings of $10,000–$15,000 per agent retained.
• CX management training with ensuing support to ensure that the skills learned are integrated and lead to results
• Quality monitoring to allow your top talent to focus on higher value issues

Our services focus on leveraging AI and automation to streamline operations, reduce costs, and enhance customer satisfaction. We achieve up to 70% of case resolutions without human intervention through a structured three-phase approach:

Phase 1: Outsourcing and Optimization

In this initial phase, we perform tasks manually while refining processes. This foundation phase ensures accurate, organized data and establishes efficient workflows, creating the ideal conditions for automation.

Phase 2: Introducing AI for Low-Risk Processes

Once optimized, we implement AI for low-risk processes, aiming to resolve 15-20% of cases without human interaction. By starting with less complex interactions, we ensure that AI can efficiently handle basic inquiries, freeing up human agents for more nuanced cases.

Phase 3: Scaling AI for Advanced Resolution

Building on the learnings from earlier phases, we scale up AI capabilities to handle increasingly complex interactions. This allows us to achieve 50-70% resolution without human involvement.

Previous/current clients include many fashion, mobility and consumer brands mid-size companies.