Case Study: Blue Nile cuts appointment no-shows 30% with Freshsales
Key results
The challenge
Blue Nile, an online luxury-jewelry retailer, ran showroom appointments where a high no-show rate reduced utilization of its sales team. The company needed a unified view of customer information across touchpoints to run more personalized, contextual outreach and improve appointment attendance.
The solution
Blue Nile deployed Freshsales alongside Freshdesk so agents could access customer information and interactions across touchpoints. Customers who booked showroom appointments received text reminders encouraging them to attend or reschedule, supported by contextual conversations informed by the CRM record.
“Reducing our no-show rate was important to have higher utilization of our sales team. With Freshsales, we brought it down to about 20%, and time is money.”
MHMike HopkinsSVP of Sales and Service, Blue Nile
The results, in context
According to the published Freshworks case study, Blue Nile reduced its appointment no-show rate by 30%, bringing it to about 20%. The company also reported a 90% customer resolution rate at first touchpoint across its online agent teams.