casestudy12

From Bottlenecks to Frustrated Customers

Pro Uniforms, a leading supplier of security uniforms, was facing a critical challenge. Their phone lines were constantly busy with inquiries — customers checking on orders, asking about payments, scheduling customization appointments, or raising complaints. Each call demanded manual handling by staff, creating bottlenecks, delays, and frustration for both employees and customers.

Payments took too long to confirm. Complaints weren’t always logged properly. Fulfillment updates got stuck between systems. And when agents were unavailable, calls often went unanswered. The lack of consistency was eroding efficiency and customer trust.

That’s when Pro Uniforms turned to VOKSICA for a smarter solution.

Searching for a Scalable Frontline Solution

The goal wasn’t just to answer calls — it was to create an inbound AI agent that could act as the first point of contact, handling the majority of customer requests intelligently while escalating to humans only when necessary. Pro Uniforms needed a system that could:
– Handle orders, payments, complaints, and scheduling in real time.
– Sync seamlessly with Inflow WMS, GoHighLevel CRM, Stripe, Google Calendar, and Notion.
– Keep customers informed with SMS and email confirmations at every step.
– Provide staff with complete visibility into escalations, tickets, and fulfillment progress.

Meet the Inbound AI Voice Agent

VOKSICA designed and deployed an AI-powered receptionist for Pro Uniforms, integrated directly with their existing tools and workflows.

The AI could:
– Check Orders: Fetch real-time status from Inflow WMS, update customers on delivery timelines, and escalate if orders were delayed.
– Manage Payments: Confirm payment status, remind unpaid customers, issue invoices, and trigger fulfillment once payments cleared.
– Log Complaints: Collect issue details, create tickets in Notion with priority and departmental assignment, and schedule callbacks when needed.
– Schedule Appointments: Manage bookings in dedicated calendars for new orders or customization consultations, sync to GoHighLevel CRM and Google Calendar, and send confirmations via SMS and email.
– Place Orders: Validate product availability, calculate taxes, create orders in Inflow, generate invoices, and issue Stripe payment links automatically.
– Fulfill Orders: Trigger workflows via n8n to alert warehouse teams in Notion and Slack, notify Derrick (Pro Uniforms manager), and update customers by call and text.
– Escalate Live Calls: Transfer directly to a representative using Twilio/Retell, or schedule a callback if no one was available.

In short, the agent became Pro Uniforms’ always-available customer service representative.

Built for End-to-End Automation

Behind the AI agent was a tightly orchestrated automation stack:

– Order Status & History: Real-time pull from Inflow WMS by order number, name, or SKU.
– Complaint Tracking: Centralized in Notion dashboards with escalation tickets, fulfillment boards, and order status logs.
– Payments & Invoices: Stripe links, Gmail drafts with attached invoices, and synced records in Google Drive.
– Fulfillment Alerts: n8n workflows alerting warehouse via Notion/Slack and notifying customers via SMS.
– Customer Communication: Verified GoHighLevel SMS number and automated email confirmations for every interaction.

The system didn’t just answer calls — it closed loops.

From Missed Calls to Seamless Service

The impact was immediate:

– Customers received instant answers on orders, payments, and appointments without waiting for staff.
– Complaints and escalations were properly logged and tracked, ensuring accountability.
– Fulfillment moved faster thanks to real-time triggers from payment confirmations.
– Staff were freed from repetitive queries and focused only on escalations or high-value conversations.

Pro Uniforms turned a messy, manual call process into a streamlined, professional customer experience.

Industries That Can Benefit from Inbound AI Voice Agents

While tailored for uniform suppliers, the same inbound AI model can transform customer experience across industries:

– E-commerce & Retail – Handling orders, returns, and payment queries automatically.
– Healthcare & Clinics – Booking appointments, confirming payments, and managing patient queries.
– Logistics & Warehousing – Managing order tracking, delivery status, and escalations.
– Hospitality & Services – Scheduling bookings, handling complaints, and upselling services.
– Manufacturing & Distribution – Streamlining order intake, customization, and fulfillment updates.

Any business managing high call volumes with recurring processes can benefit from this system.

Empowering Pro Uniforms with Always-On Service

At VOKSICA, we didn’t just automate Pro Uniforms’ phone lines. We built a frontline agent that acts as an extension of their team — reliable, available 24/7, and fully integrated with their workflows.

For Pro Uniforms, this means fewer missed calls, faster resolutions, and happier customers.
For their staff, it means more time for strategic work and less time stuck answering repetitive questions.

Because in customer service, just like in uniforms, fit and consistency matter.