Case Study
Omniza
Omnichannel automation and workflow platform
Unified inbox + AI routing boosted response time and close rate.
Problem
Disconnected customer touchpoints and manual workflows slowed revenue and support response.
Solution
Built an omnichannel automation layer with unified inbox, routing rules, AI-assisted replies, and integrations to CRM and payments.
Results
40% faster first-response time, 25% uplift in closed-won from automated follow-ups, and clearer ops visibility.
Approach
- Discovery: clarified constraints, users, and success metrics.
- Architecture: designed modular services with secure integrations.
- Build: shipped fast iterations with QA and observability baked in.
- Launch: hardening, runbooks, and handover to client teams.
What we delivered
- Product strategy and UX flows mapped to revenue/ops outcomes.
- Production-ready frontend and backend with monitoring.
- Integration playbooks and documentation for client teams.
- Post-launch support and iteration backlog.
Next
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