Ferns N Petals

Solving the Omnichannel Puzzle: How a Unified Platform Drives Retail Success

Data, AI & Analytics

Client Overview

Ferns N Petals (FNP) is India’s largest omnichannel gifting brand, evolving from a single flower shop in 1994 to a global powerhouse.

Scale of Operations: 400+ retail stores, serving over 100 countries, and delivering to 99% of Indian postal codes.
Business Model: A complex hybrid of a high-traffic e-commerce platform and a vast network of physical franchise stores.

The Challenge: Streamlining Customer Communications

FNP’s massive scale created significant operational friction that threatened customer satisfaction and profitability.

Fragmented Customer View: Conversations across email, live chat, social media, and WhatsApp were fragmented, leading to disjointed customer experiences.
Agent Inefficiency & High Costs: Support agents toggled between multiple systems, driving up resolution times and operational costs for a customer base.
The Franchise Complication: Communication gaps between the central support hub and 400+ franchise partners caused delays in order fulfillment and status updates, failing to provide the instant information customers expect.

The Solution: CygnusAlpha Platform

CygunAlpha deployed its AI-powered customer engagement solution, to serve as the central nervous system for all of FNP’s customer interactions. The solution was built on three core pillars:

Cygnus Reach (Unified Omnichannel platform) : This consolidated every customer conversation from every channel into a single, cohesive interface. Agents gained a complete, chronological view of the customer’s journey, eliminating fragmentation and enabling context-aware support with tools like private notes and canned responses.

WhatsApp Self-Service Automation: We deployed an intelligent WhatsApp chatbot to provide instant, automated support. Customers can now fetch order details or create support tickets directly within the app, authenticated seamlessly by their registered phone number. This empowers customers with 24/7 self-service and deflects a significant volume of routine inquiries, allowing human agents to focus on more complex, high-value interactions.

AI-Human Hybrid Routing: An intelligent ticketing system was implemented to automatically sort all incoming queries. Simple, repetitive questions were handled by automation, while complex, high-empathy issues were instantly escalated to the most appropriate human agent, optimizing resource allocation.

The Impact:

Accelerated Response and Resolution: Automation and a unified agent view significantly cut down response and resolution times. This efficiency is proven to reduce customer wait times and lower overall service costs.
Boosted Agent Productivity: Eliminating platform switching and automating routine tasks boosted agent productivity. Agents could now focus on high-value interactions rather than inefficient workflows, handling more conversations with higher quality.
Optimized Service Costs: Efficiency gains from automation and streamlined workflows directly lowered the cost per contact. Strong omnichannel practices are directly linked to reduced service costs.
Increased Customer Lifetime Value: A superior experience fosters loyalty, and omnichannel shoppers have a significantly higher lifetime value. This transforms satisfied customers into a long-term, profitable asset for the business.