Furniture World News Desk on
6/11/2025
Package.ai, a platform designed to unify customer engagement and last-mile logistics for the home furnishings sector, has released its first long-term outcomes in collaboration with Broad River Retail, an Ashley licensee. Over an 18-month period, Broad River Retail implemented Package.ai’s AI-native platform to improve customer communication and optimize delivery coordination.
Using the platform, Broad River Retail reported the following results:
- Net Promoter Score (NPS) increased by 10 points (from 88 to 98)
- Inbound customer service calls decreased by 20%
- Delivery confirmation rates consistently exceeded 90%
- Customer feedback response rate increased from 14% to 48%, a 3.5x improvement
“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’s platform enables features such as two-way texting, self-service rescheduling, dynamic routing, and automated customer messaging. It also includes Jenny, an AI assistant that manages routine interactions and routes more complex issues to live agents.
“Our team adores 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.”
Ziv Fass, CEO of Package.ai, added: “Retailers are done settling for disconnected experiences. 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 a seamless experience.”
Broad River Retail’s results mark the first published case study in a series highlighting long-term outcomes from Package.ai’s home furnishings retail partners.
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.