Broad River Retail Achieves 10-Point NPS Increase and 250% Lift in Feedback with Package.ai

Ashley licensee streamlines communication, reduces call volume, and boosts satisfaction with Package.ai's AI-native platform for customer experience and last-mile optimization

TEL AVIV, Israel, June 16, 2025 /PRNewswire/ -- Package.ai, the only AI-based platform unifying customer engagement and last-mile logistics for home furnishing retailers and service providers, today announced exceptional customer experience outcomes achieved by long-time customer Broad River Retail. One of the largest and most customer-centric Ashley licensees, Broad River has used Package.ai to deliver faster and more personalized service, turning delivery from a friction point into one of the most praised moments in the customer journey.

By using Package.ai to automate delivery communication, confirmations, rescheduling, and real-time coordination, Broad River achieved:

• A 10-point increase in Net Promoter Score (88 → 98)
  
  
• A 3.5x increase in customer feedback response rate (14% → 48%)
  
  
• A 20% reduction in inbound call volume
  
  
• Consistent confirmation rates above 90%

"Package.ai helped us fundamentally reimagine how we connect with customers during one of the most important stages of their journey," said Wes Dudley, VP of Customer Experience and Retail Operations at Broad River Retail. "It allows us to deliver on our promise, seamlessly, efficiently, and in a way that truly feels personal. That transformation has had a measurable impact not just on our customer satisfaction, but on how our teams work together behind the scenes."

Package.ai enables two-way texting, self-service rescheduling, personalized messaging through smart tags, and dynamic routing based on real appointment durations. The platform also features Jenny, an AI assistant that automates routine interactions and escalates to a live agent when needed.

"Our team worships Jenny," said Samantha Blum, Customer Experience Leader at Broad River Retail. "Customers don't need to call anymore, and when they text us, they actually get a real answer, right in the same thread. It's made the whole experience smoother for everyone."

"Retailers are done settling for disconnected experiences," said Ziv Fass, CEO of Package.ai. "Broad River's success shows how powerful it is to manage both last-mile logistics and customer communications natively on a unified AI-based platform. They're delivering not just furniture, but peace of mind."

This milestone adds to Package.ai's growing momentum as the AI platform of choice for leading home furnishing retailers. From customer engagement to final-mile execution, Package.ai helps its partners turn delivery into a true competitive edge.

About Package.ai
Package.ai is the leading AI platform unifying customer engagement and last-mile logistics for home furnishing retailers. Designed to drive loyalty, advocacy, and long-term customer value, the platform empowers brands to deliver seamless, Amazon-like experiences across the entire post-purchase journey. Package.ai is trusted by more than 100 retailers, including The Dufresne Spencer Group, Big Sandy Superstore, Bob Mills Furniture, and Don's Appliances. Learn more at www.package.ai.

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SOURCE Package.ai