The Challenge

Customers and the Support Team Struggled to Find the Right Information and Procedures

Anderson America provides mission-critical support to over 50,000 customers worldwide. The company’s globally distributed support team serves a multilingual customer base and includes a network of distributors and field technicians.

For 15 years, Anderson America relied on a shared file network to store hundreds of long, technical documents in various locations and formats. This outdated system often led to confusion, with team members and customers accidentally using 10-year-old documentation that didn’t match the current machines. It also contributed to high call volume, slow resolution times, and inconsistent service.

High Ticket Volume

Every week, Anderson America's support team handled hundreds of critical calls. When a customer’s machine malfunctions, it costs them thousands of dollars per hour in lost productivity. Many of these issues involved complex scenarios that customers could not resolve on their own without additional guidance.

Slow Resolution Time

With an average resolution time of 30-40 minutes per call, valuable time was wasted searching for the right information and explaining processes to customers who were less experienced with the machines.

Inconsistent Service

When a customer called, the troubleshooting process depended on who answered the phone. It also differed among the technicians and contractors working in the field. Without standardized training, the support team relied on word-of-mouth knowledge sharing, which led to inefficiencies and repeated explanations.

Anderson America needed a centralized system for customers and support teams to quickly and easily access up-to-date information.

Solution

Stonly’s AI Agent and Interactive Knowledge Base

Stonly provides Anderson America with a game-changing solution to solve its customers' time-sensitive issues. With limited resources and a high volume of critical tickets, the company needed to streamline support processes by making knowledge more accessible to both customers and the support team.

Step 1: Centralize Knowledge

The first step was to create a centralized knowledge base with Stonly. Anderson America migrated hundreds of static PDF documents into interactive Stonly guides, immediately addressing over 20% of the most common issues within the first seven months. 

Now, customers can self-serve by accessing this knowledge directly at their facilities through QR codes placed on the machines, reducing the need to call support for frequently asked questions. Internally, the knowledge base became the go-to resource for the entire support team.

Step 2: Test and Launch the AI Agent

The Anderson America team set up Stonly’s AI Agent to take their resolution speed to the next level. Stonly’s collaborative approach made the setup process smooth and efficient, ensuring that the AI Agent was tailored to their specific needs. After an internal testing phase, the support team launched their fully branded “Anderson Apex Assistant” across their website, knowledge base, and ticketing platform.

“There's no comparison to the service we receive from Stonly. They're always responsive and helpful. Anytime I have a question or need to use Stonly in a unique way, they help me find a workaround or tweak something to make it work. They're always willing to hop on a call, send quick instructional videos, or put in a feature request. It's been a great experience.”

~Justin Wilder, Service Coordinator Manager, Anderson America

Step 3: Continuously Improve the AI Agent

By regularly reviewing AI Agent’s conversations through Stonly’s AI Dashboard, the team identifies knowledge gaps and continuously refines the knowledge. They plan to keep adding more guides and use their most up-to-date PDF documents as additional AI sources. These ongoing adjustments are crucial to driving even better results and further reducing manual interventions.

With Stonly, Anderson America has significantly improved its support operations. Less technical customers can now easily self-solve, using step-by-step procedures tailored to their unique situations. Meanwhile, the support team benefits from consistent troubleshooting paths that ensure more accurate and reliable service across the board.

Results

Fewer Tickets, Faster Resolutions, and More Consistent Service

“Our customers love getting instant, interactive help rather than searching through a long text document. It’s a big deal because no one else in our industry has anything like this at the moment. So we’re leading the charge.”

~Justin Wilder, Service Coordinator Manager, Anderson America

80% Lower Ticket Volume

With Stonly’s knowledge base, guides, and AI Agent in place, Anderson America has seen an 80% reduction in daily ticket volume.

The AI Agent has further improved customers’ self-service success rate, with 71% of users finding the right resolution. Customers now trust that they can quickly and accurately resolve issues on their own. Even the least technical customers are guided to the correct answers with Stonly’s step-by-step guides, which has freed up the support team to focus on more complex problems. Anderson America plans to continue improving the success rate by filling in knowledge gaps and using PDF documents as sources for the AI Agent in addition to its knowledge base.

83% Faster Resolution Time

Since implementing Stonly, Anderson America has achieved an impressive 83% faster resolution times. Customers now have a single, streamlined place to go for the information they need, allowing them to fix problems on their own in just 5-10 minutes. Previously, they would have had to submit a ticket, wait for a callback, and troubleshoot the issue over the phone for 30-40 minutes. 

Stonly has become indispensable for Anderson America. It delivers ease of use and efficiency across all support operations, ultimately reducing wasted time by 20%.

“The amount of resolutions we're able to provide without having to do additional work has really saved time, money, and effort for customers, technicians, and our contractors.”

~Justin Wilder, Service Coordinator Manager, Anderson America

Improved Service Consistency

Stonly’s AI Agent and step-by-step guides make knowledge and procedures easier to access and follow. This has significantly improved the consistency of Anderson America’s customer service. Now, regardless of who picks up the phone or their experience level, the support team follows the same proven resolutions and troubleshooting steps. 

Anderson America's partnership with Stonly has transformed its customer support by streamlining information access and reducing ticket volume. Stonly’s AI Agent and interactive guides have empowered customers and support teams to resolve issues faster and more consistently. This transformation has not only saved time and resources but also solidified Anderson America’s position as an industry innovator.