Insights - Case study

Sonata partnered with a leading US retail giant to modernize its IT service management (ITSM) system using generative AI technologies. The solution focused on improving ticket classification, reducing delays due to insufficient ticket information and automating workflows. The engagement is projected to deliver significant operational efficiency, benefiting over 100 stakeholders and generating cost savings of over $300K in the first year.

Sonata partnered with a fastest growing omnichannel eyewear retail chain to modernize their Microsoft Dynamics 365 finance and operations platform. Through comprehensive re-architecture and implementation of a robust managed support model, Sonata transformed a performance-challenged ERP system into a scalable, globally ready platform. The solution addressed critical database performance issues, streamlined 40+ system integrations and established proactive support frameworks, enabling the client to pursue aggressive international expansion while maintaining operational excellence.

Sonata Software developed a generative AI-powered engineer assist bot for a European telecom service provider to revolutionize their support documentation search process. The solution enables support engineers to find relevant solution documents using natural language queries, seamlessly integrating with existing document repositories. This intelligent search capability delivered 20% faster access to resolution documents and 15% time savings for engineers while significantly reducing customer wait times.

Sonata delivered a generative AI-powered agent assist solution that transformed the client's customer inquiry response process. By implementing natural language processing (NLP) with context filtering and retrieval-augmented generation (RAG) technology, the solution reduced average handling time by 50-60% while automatically handling 20-25% of customer inquiries, eliminating the need for resource scaling during peak seasons.

Bluestem Brands, Inc., headquartered in Eden Prairie, MN, is a coming together of Fingerhut—a renowned fintech company with years of experience providing diverse payment options backed by data modeling and analytics - and Orchard Brands, which delivers lifestyle apparel through a diverse portfolio of direct-to-consumer fashion brands.