Big Sandy Superstore Implemented to Automate Operations, Reduce Costs and Boost Customer Engagement

by decwells
Big Sandy Superstore Implemented to Automate Operations, Reduce Costs and Boost Customer Engagement

This press release is submitted and displayed here in its original form, unedited by Furniture Today.

NEW YORK , Sept. 29, 2022 /PRNewswire/ —, the end-to-end customer engagement platform, has streamlined Big Sandy Superstore’s operations using conversational AI, workflow automation and last-mile intelligence to reduce costs, delivery confirmation rates to increase and dramatically improve customer satisfaction.

Ranked as one of the fastest growing home furnishings retailers with a fleet of over 100 vehicles, Big Sandy Superstore struggled to organize, manage and optimize delivery routes as the company continued to grow. This resulted in poor delivery confirmation rates, a high number of failed delivery attempts and a non-optimal delivery experience for its customers. As a result, the furniture retailer struggled to generate positive online reviews.

“Not only did we want to become more efficient and effective in our fulfillment process,” said Trey Vanhoose, President, Big Sandy Superstore, “but we also wanted to change it from being viewed as a cost center to an opportunity to build engagement and trust with our customers.”

To reach this Big Sandy Superstore implemented’s complete customer engagement platform to automate its workflow, centralize its customer data and create personalized, interactive conversations powered by an AI chatbot. This enabled Big Sandy in a few months to create a:

  • 50% reduction in the time and labor required for last mile delivery planning and customer service.
  • 40% increase in confirmation rates thanks to interactive customer engagement.
  • 5% drop in failed deliveries.
  • A 100% growth in positive online reviews.

It was also able to improve customer experience due to the responsive chatbot interface and drive more sales with the help of automated post-purchase customer engagement.

“With, we were able to reduce costs and measurably improve customer satisfaction,” said Trey Vanhoose, President, Big Sandy Superstore.Most importantly, Jenny the chatbot helped us turn our post-purchase experience from a cost center into a marketing asset!”

Big Sandy Superstore used the mix of chatbot and human interactions to constantly engage with its customers to communicate, listen and respond quickly and effectively. The personal engagement delivered by enabled deeper customer relationships to develop.

“This is a perfect example of the dramatic benefits that automating fulfillment and customer engagement processes under one platform can deliver,” said Ziv Fass, co-founder and CEO, “Big Sandy Superstore not only streamlined its processes and radically improved its customer experience, but now uses automated post-purchase engagement with customers to drive more sales.”

Big Sandy Superstore is now focused on using to help it effectively scale its operations by turning its positive online reviews and phenomenal customer engagement levels into incremental sales growth.

About is a complete customer engagement platform for high-value retailers and home service providers, bringing together sales, marketing and fulfillment into one full customer-centric experience. Powered by conversational AI, workflow automation and last-mile intelligence, it enables brands to effectively form meaningful relationships with their customers, redefine loyalty and drive more sales. is trusted by leading retailers, such as Ashley Furniture, Big Sandy Superstore, Don’s Appliances and Spencer’s TV & Appliance. For more information visit

About Big Sandy Superstore

Big Sandy Superstore is a local furniture store chain with stores in West Virginia, Kentucky and Ohio. In 1953, Big Sandy Superstore was founded in Ashland, Kentucky by Robert Van Hoose, Sr. Today, the company is one of the country’s top 100 furniture retailers, with 600 employees and operating 16 stores. For more information visit

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