Case Study: The Black Tux resolves 68% of contacts with AI on Gladly
Key results
The challenge
The Black Tux runs a seasonal, event-driven formalwear rental business where customer contact volume spikes around weddings and events. Its 90-person care team needed to scale support without letting service quality slip during high-stakes moments.
The solution
The Black Tux deployed Gladly across voice, email, SMS, and chat with AI resolution, integrated with Shopify and MaestroQA. Contacts within 10 days of an event were routed to human agents while AI handled the remaining volume.
“Our reps are so tenured it's scary—in a good way. It's the best retention rate I've had in 25 years.”
THThomas HardenSenior Director of Customer Care, The Black Tux
The results, in context
The Black Tux reached a 68% overall AI resolution rate — 73% on email and 45% on SMS — while cutting tool spend by 23%. The rollout took seven weeks with zero dip in performance.