Data sources spread across different
systems and tools
Future state
Proactive & solution-oriented
‘Command Center’ that links all data
relevant to product quality and CX
Your teams equipped with AI to automate
issue detection and investigations
One system with the issues to identify,
track, and resolve, issues across all teams
CUSTOMER STORIES
How Axion saved millions of dollars in return costs by identifying emerging issues
Situation
Consumer electronics company’s top selling product had
a high cost of returns and many negative reviews.
Challenge
Without Axion, their team did not have insight into the top issues
driving this current state
Solution
Axion identified an unknown issue where users were missing an important accessory (USB dongle), making the products unusable. This was the costliest returns driver and occurred 430 times in 3 weeks across reviews and returns.
Product and Quality teams collaborated in Axion to investigate the issue by generating automated reports from reviews. They used these insights to make USB dongles available for direct user purchase.
Impact
~$2.1M
reduction in cost of returns
12%
improvement in customer experience
~8000
hours saved across team
"Axion has led to a transformational shift in how our teams collaborate to solve product related issues.”
- Director of Global Quality
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