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Customer Success Story

How Radwell recovered $5.5M in at-risk revenue and saved 11,000+ hours by letting AI work the queue.

Industry
Industrial Automation, MRO (PE-backed)
Revenue
$600M+
Regions
US • EU
Stack
Genesys · P21 (ERP) · Azure
Deployed
InstaWorkers™ · InstaBrain™

Radwell International distributes industrial automation and MRO parts globally, where speed of response directly impacts customer uptime. Multi-hour to multi-day turnaround times on quote requests were estimated to be costing the business $5.5M in annual revenue, while more than 11,000 hours of inside sales capacity were consumed each year by manual queue processing. InstaLILY deployed InstaWorkers™ directly into Radwell's existing Genesys environment, and within two months, the first AI-processed purchase order was closed.

“Within the first two months we had our first order come through our AI-based system. A historic moment. The automated emails were going back and forth and boom, we got a PO.”
Mahesh KumthekarMahesh KumthekarChief Commercial Officer, Radwell International
The challenge

Slow response times, a backed-up queue, and lost revenue.

Radwell's ISRs navigated 21 separate pricing reference documents and ISR-specific pricing rules while processing over 11,000 emails in a single month, drawing on institutional knowledge that lived almost entirely in individual reps' heads. The volume was too high to thoroughly review every request, putting an estimated $5.5M in annual revenue at risk.

The solution

InstaWorkers™ running 24/7 inside the existing queue.

InstaBrain™ pulls historical quotes, catalog structure, and pricing rules into one stable commercial model. InstaWorkers™ were then deployed into the existing Genesys queue to automate intake and quoting. Within two months, the backlog was eliminated, response times dropped to near real-time, and more than $1.4M in orders were attributed to the platform. The next phase expanded automation across quoting, generating $29M in quoted opportunities and ~600 attributed orders in November alone.

The impact
  • $5.5M+Incremental revenueRecovered from at-risk pipeline.
  • 11,000+Hours unlockedSaved annually across the inside sales queue.
  • 30K+Emails processedBacklog cleared; speed of answer near real-time.
  • 6ISR equivalentsCapacity redirected to highest-value deals.

What's next

The initial deployment paved the way for eight additional workstreams. Mexico and Canada are being rolled out using the same architecture, with expansion planned across operations, customer service, chat, and contractor pricing.

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