How Deliverect Doubled QA Coverage While Improving CSAT and IQS with Intryc
Deliverect, an all-in-one solution for restaurants managing online orders, had a mandate to scale their QA coverage and eliminate manual review processes, by implementing a highly accurate and scalable autoQA to accelerate agent performance improvements and uncover customer experience issues.
With Intryc's AI-assisted evaluations, they doubled their review capacity per agent, improved CSAT and IQS, while cutting review time in half .
Deliverect’s CX Operation: High Volume, High Expectations, Limited QA Visibility
Deliverect provides an all-in-one solution for restaurants and food businesses to manage their full online presence and online orders. Their customer experience team of approximately 50 people supports about 10,000 interactions monthly.
Ed Leurebourg, Customer Experience Operations Manager at Deliverect, explains: "One of the things that we've seen as a team and as an organization is just the value that customer support can have in terms of insights to the business as a whole."
The Challenge
Before Intryc, Deliverect's quality assurance was mostly manual and the previous vendor had surface level AI capabilities.
"The actual number of conversations we were able to rate were quite low because it was a fully manual process," Ed Leurebourg notes.
The limited coverage meant they couldn't make reliable determinations about team performance or customer experience quality. Without adequate data, identifying underperforming agents and closing the customer feedback loop effectively was difficult.
The Solution
Intryc's AI-assisted evaluation platform transformed Deliverect's QA process.
"Intryc is already basically pre-rating all the different quality criteria that we have set up for the team," Leurebourg explains. "They're able to go in and just validate that those criteria were correctly selected and then submit it to the agents. So this is a very easy process for them."
The shift from manual rating to AI-assisted validation dramatically increased efficiency while maintaining quality standards.
Results
After implementing Intryc, Deliverect was able to increase review capacity substantially, almost an 88% increase in reviews per agent. "With Intryc, we've probably doubled the coverage that we've had for our quality assurance program," Leurebourg confirms.
Time Efficiency: 50% Reduction
Reviews now take approximately half the time with AI assistance, freeing QA specialists to cover more interactions without increasing headcount.
Faster Issue Identification
Issues are also identified at a much faster pace. "We can now identify underperforming agents faster and close the customer feedback loop more effectively with the additional data," Leurebourg notes.
Better Sampling and Insights
"When we're looking at sampling, one thing that was immediately helpful is because our quality assurance specialists were able to actually go through more conversations, the sampling mattered a little bit less because they were able to do more of everything," Leurebourg explains.
The increased coverage provides better visibility across the entire operation: "Now we're actually able to rate an adequate number of conversations in a month, where we're actually able to then go in and look at the reporting and really make some determinations about how we're actually performing and how our customer experience is on the customer side."
Looking Ahead
Deliverect sees significant potential for further expansion.
"Looking ahead, we're really trying to see how we can get our quality assurance program to be covering 50%, why not 100% of our actual customer interactions on a monthly basis," Ed Leurebough says. "I think that's really the opportunity that AI provides that we didn't have before."
The impact extends beyond QA metrics.
Scale Your QA Without Scaling Your Team
See how AI-assisted evaluations can double your review capacity while maintaining quality standards and freeing your team to focus on insights that drive business impact.
"As an operational manager, I'm directly contributing to our core metrics, such as our first response times that we're delivering to our customers, CSAT score that we're receiving, and our total ticket resolution times as well. These are all different metrics that can be quite heavily impacted by your tool choice.
With Intryc, we've basically doubled the amount of reviews that we're able to complete per agent on a monthly basis.”