From 4 reps to 1 part-timer. $15K/mo saved. 92% auto-resolved.
RTR Vehicles is an automotive aftermarket e-commerce brand selling performance parts, custom wheels, and vehicle accessories. Their support team was drowning in repetitive inquiries — fitment questions, order tracking, return requests, and compatibility checks — all handled manually by 4 full-time customer service representatives.
The Problem
- ✗4 full-time CS reps handling 200+ inquiries per day
- ✗Average response time: 4.2 hours during peak
- ✗70% of tickets were repetitive (tracking, fitment, returns)
- ✗Scaling meant hiring more people at $3,500-4,500/month each
- ✗Night and weekend coverage required overtime or went unanswered
- ✗Product catalog of 10,000+ SKUs made training new reps take 3+ months
The Digital Hire™ Deployment
- ✓Week 1: Audited 6 months of support data — identified 12 ticket categories, resolution patterns, and escalation triggers
- ✓Week 2-3: Built an AI employee trained on RTR's full product catalog (10,000+ SKUs), fitment database, return policies, and shipping rules
- ✓Week 4: Launched AI alongside existing team — monitored accuracy, resolution quality, and customer satisfaction in real-time
- ✓Integrated directly with Shopify for order lookup, tracking, and return processing
- ✓Custom fitment engine: AI answers 'Will this fit my 2019 F-150?' from actual compatibility data
The Results
Implementation Timeline
“The AI knows our catalog better than reps who've been here for years. It answers fitment questions I couldn't answer without looking it up.”
Josh Hipp — Director of Operations, RTR Vehicles
The Bottom Line
RTR Vehicles went from spending $18,000+/month on customer support to under $7,000/month — with faster responses, better accuracy, and 24/7 coverage. The AI employee didn't replace the team — it eliminated the repetitive work so the remaining person handles only the complex, high-value conversations.
Want these results for your business?
Book a free strategy call. We'll audit your support data and show you exactly what an AI employee automates — and what it saves.