Case Studies

Solutions & Case Studies

Real systems that OKAXI designed, built, and put into production. Not demos, not POCs, not slide decks.

Metrics below were measured in production environments after 90 days of operation. Client names are anonymised per NDA.

Case Study 01 Field Staff Management & Retail Operations

Digitising Real-time Management of 320 Field Sales Representatives

From 2.5 hours of manual reporting per day to 15 minutes, with full real-time field data.

Industry
Consumer goods distribution & retail
Scale
320+ field sales representatives · 8 supervisors · 140+ customer locations
Implementation Timeline
Technologies Used
GPS Mobile App · Real-time Dashboard · Route Optimisation · Push Notification

Problem

Before deployment, supervisors and operations management ran entirely on phone calls and Excel spreadsheets. Four core pain points blocked the ability to scale:

  1. 1

    Manual reporting consumed 2.5 hours per day of supervisor time. Supervisors had to call each of the 320 field staff members to collect location data and customer visit results, with no automated data capture.

  2. 2

    Field data was delayed 24 to 48 hours. Management could only see yesterday's numbers when making today's dispatch decisions, leaving them completely blind to real-time activity.

  3. 3

    Customer visit schedule compliance was only 61%, with no automated confirmation mechanism. When a rep missed a stop, no one knew until end of day or the following morning.

  4. 4

    One supervisor could not effectively manage more than 8 field staff. Every expansion of the field team required proportional growth in supervisory headcount.

Solution

OKAXI designed and built an integrated field management platform in 8 weeks, fully replacing the phone-call and spreadsheet workflow:

  • GPS mobile app with automatic check-in/check-out and real-time location verification. Field staff no longer need to call in reports because all data is captured automatically.

  • Real-time supervisor dashboard: live map of all 320 representatives, continuously updated KPIs, and automated push alerts for schedule deviations, missed stops, or unexplained absences.

  • Automated route planning module and digital route reports that fully replace paper-based reports and end-of-day summary calls.

  • API integration with the existing ERP system: field route data automatically syncs into attendance tracking and commission payment calculations.

Measured Results,

Customer Visit Schedule Compliance Rate
61% 94%
+54%
Daily Reporting Compilation Time
2.5h 15 min
−90%
Field Data Latency
24–48h <3 min
−99.7%
Supervisor Management Capacity (staff per supervisor)
1 : 8 1 : 22
+175%
Customer Visit Route Completion Rate
74% 91%
+23%
Operational Cost per Field Staff Member
· −32%
−32%

Instead of spending 2.5 hours every morning calling staff to compile reports, I now open the dashboard at 8am and immediately see where all 320 representatives are, what they're doing, and which routes are running late.

, , Retail Distribution Client, Ho Chi Minh City · via OKAXI Case Studies
Case Study 02 AI Contact Center · Internal Training · Approval Workflow

AI Contact Center Auto-resolving 71% of Calls & Digitising Internal Operations

From 8 agents handling 820 calls per day to an AI system auto-resolving 71%, with only 4 agents remaining.

Industry
Internal operations and customer service for a retail enterprise
Scale
8 contact center agents · ~820 calls/day · 650+ internal employees · 3 departments
Implementation Timeline
Technologies Used
AI Agent · ASR · MCP Server · LLM (GPT / Claude) · Workflow Automation · LMS

Problem

The contact center and internal operations were simultaneously under strain. Four problems required concurrent resolution:

  1. 1

    8 contact center agents handled around 820 calls per day, of which 80% were repetitive questions about orders, pricing, and return policies. First-call resolution rate was only 34%, and the majority of calls required callbacks or manual lookups.

  2. 2

    Average call handling time reached 5.8 minutes because agents spent most of this searching for information while the customer waited. There was no mechanism for instant data retrieval.

  3. 3

    Internal approvals (procurement, HR, operating costs) took an average of 4.3 business days. Emails were lost, approvers were not notified in time, and no audit trail existed.

  4. 4

    Only 56% of employees completed mandatory training modules on time. There were no automated reminders, and management had no real-time visibility into learning progress.

Solution

OKAXI deployed three interconnected systems in 14 weeks using a phased rollout model:

  • AI Agent contact center integrating ASR speech recognition, intent analysis, and an MCP Server connected directly to the order database, inventory, and internal policy repository. The system answers instantly without requiring agent lookup.

  • Four-level digital approval workflow: automatic request routing, real-time push notifications for approvers, automatic escalation on overdue items, and full audit trail exportable as reports.

  • Internal LMS with multimedia content, auto-graded assessments, mobile-first learning progress tracking, and automated reminders, all integrated directly into the HR management system.

  • Unified management dashboard for senior leadership covering AI contact center metrics, pending approvals, and employee training progress, all consolidated into one view.

Measured Results,

Call Auto-resolution Rate (AI without human agent)
0% 71%
+71 pp
Average Call Handling Time (AI-resolved calls)
5.8 min 1.4 min
−76%
First-call Resolution Rate
34% 89%
+162%
Internal Approval Average Processing Time
4.3 days 3.2 h
−82%
On-time Training Completion Rate
56% 91%
+63%
Cost per Customer Contact
· −47%
−47%

71% of calls are now handled entirely by the AI Agent. Our contact center staff only need to step in for the 29% of cases that genuinely require human judgement.

, , Retail Enterprise Client, Ho Chi Minh City · via OKAXI Case Studies

Technologies Deployed Across Both Case Studies

GPS Mobile App Real-time Dashboard Push Notification Route Optimisation ERP API Integration AI Agent Automatic Speech Recognition (ASR) Customer Intent Classification Model Context Protocol (MCP) Server OpenAI GPT Anthropic Claude Workflow Automation Multi-level Approval REST API Internal LMS KPI Integration Mobile-first Training

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