CASE STUDY
· Lab equipment manufacturer and direct ecommerce retailer
· Rocky Hill, CT
• 3-year salesperson.com client
• One of the first lab equipment ecommerce sites to deploy AI
61%
Reduction in customer service burden
+18%
Increase in direct leads
+2%
Increase in total website conversion rate
All results sustained over 2+ years
Early adopter
Scilogex deployed ENGAGE in 2022 and has maintained continuous use for 3+ years, making them one of the longest-standing AI sales assistant users in the lab equipment industry. Deployed in under 4 weeks with no IT resources required.
Laboratory Equipment Manufacturing & Ecommerce
Research Labs
Clinical Labs
Educational Institutions
Industrial QC Labs
Pharmaceutical
Environmental Testing
Direct Ecommerce + Distributor Channel
Rocky Hill, CT
Odoo Enterprise (Ecommerce)
by Salesperson.com
from kickoff to live on the ecommerce site.
No IT resources required. Integrated with existing Odoo storefront and instant quote program on day one.
• President & CEO
• Sales Manager
• Account Strategist
• AI Training Specialist
The Challenge
Scilogex sells a broad catalog of lab equipment through direct ecommerce: vortex mixers, centrifuges, hotplate stirrers, rockers, pipettes, and more. Each product has multiple models optimized for different applications, speeds, and sample types. The catalog is a strength, but it created a bottleneck: customers could not figure out which specific model fit their application without calling someone.
The customer service team was fielding 25+ product-selection calls per day. The majority were variations of the same question: “I need to do X with my samples. Which model do I need?” Every call that went to the phone queue was a customer who should have been able to self-serve on the website but couldn’t. And for every customer who called, others left and bought elsewhere.
Scilogex needed a way to take a customer’s plain-language description of their application and surface the right product immediately, without requiring a phone call, a catalog deep-dive, or any prior knowledge of the product line.
Customer Service Impact
Technical product-selection calls diverted daily by ENGAGE. Equivalent to one full-time employee’s workload redirected back to higher-value conversations.
The OUTCOME
61%
Reduction in customer service burden, sustained over 2+ years
+18%
More direct leads generated through the website
+2%
Lift in total site conversion rate, compounding across the full ecommerce catalog
ENGAGE does what a product catalog page cannot: it takes a customer’s plain-language description of their application and surfaces the right product immediately, without requiring them to already know what they are looking for. That single capability broke the loop that was funneling confused customers into the phone queue.
Diverting an average of 10 technical calls per day freed the customer service team from a volume equivalent to one full-time position. That capacity now goes toward higher-value conversations. The 2% conversion lift, modest on paper, compounds fast across a catalog the size of Scilogex’s ecommerce operation. And the 18% direct lead increase reflects customers who are engaging with the site instead of abandoning it.
IN THEIR WORDS
See how ENGAGE would work on your ecommerce site.We’ll build a live demo on your actual product catalog. No commitment required.
Get in touch with us here
