Multinational Lifestyle Jewelry Brand Boosts Customer Satisfaction with AI-Driven Operations

A global jewelry brand needed its digital platform to hold up under pressure, especially during high-traffic events like holidays and major sales, when spikes in traffic put strain on systems and any disruption could result in lost sales.

As demand increased, even small issues had the potential to slow down the site or, in some cases, lead to outages if not addressed quickly. Sapient Sustain, our AI-driven IT operations platform, helped the business detect issues proactively, respond faster and keep systems stable during peak demand.

The jewelry brand had a strong customer base and increasing demand to their digital sites. But during peak retail periods, there was a spike in bugs, friction and instability.

A delay in one service could slow checkout. A failure upstream could ripple across multiple customer journeys. And without a clear view across systems, it wasn’t always obvious where the breakdown started.

Behind the scenes, these issues were harder to manage than they appeared. What looked like isolated problems for customers were often symptoms of deeper complexity across the platform, such as:

• System dependencies made it difficult to isolate and contain issues quickly
• Root cause analysis took time across multiple systems, slowing response times
• Frequent releases introduced constant change into an already complex environment

Even routine issues became time-consuming, requiring coordination across teams before resolution could begin.

At the same time, the business was looking to expand into new markets and introduce new digital experiences, which only added pressure to an already strained platform.

During high-traffic periods, that lag increased risk. Performance issues could interrupt transactions, create friction in the buying journey and put revenue on the line.

Sustain brought real-time control and stability to the environment without replacing existing systems.

Instead of relying on teams to catch and resolve issues manually, Sustain helped shift operations toward earlier detection and faster action.

Key changes included:

• Real-time monitoring with context: Connected signals across systems to spot issues before they impact customers
• Faster, more direct response: Reduced dependency on cross-team coordination to diagnose and act
• Automated handling of repeat issues: Resolved common failures consistently, without manual intervention
• Clear visibility across dependencies: Made it easier to understand how issues in one system affected others
• Always-on support model: Ensured coverage during peak periods, when speed and accuracy are critical

This gave teams the visibility and control they needed to keep the platform running smoothly during high-traffic periods, while also supporting new market expansion and ongoing experience improvements without adding instability.

The result was a more reliable platform that could handle high traffic without disruption, along with measurable improvements in operational performance:

• 82% reduction in major incidents
• 80% reduction in aging tickets
• 100% SLA achieved for critical incidents (P1 & P2)
• 25% effort savings due to automation solutions and continuous service improvement
• 99.99% platform uptime maintained
• 60+ store rollout each quarter
• 37 sites; 8k+ points of sale supported in 100+ countries

Peak events that once carried risk are now handled with consistency. Issues are identified earlier, contained faster and less likely to disrupt the customer journey.

The result is a platform that can support demand as it grows, without the same level of operational strain.