Customer stories

What the work looks like when it reaches production

Every story follows the same shape: the situation, the approach, what we built, the results and the roles deployed. Filter by practice or industry.

Practice

Industry

Navigate · Financial services

A $140M regional bank funds one AI roadmap instead of eleven pilots

Eleven disconnected AI pilots across five business units became three funded tracks, a governance charter, and a board-approved first investment — in four weeks.

Pilots consolidated into funded tracks: 11 → 3
Annualized spend retired from stalled pilots: $780K
Assessment kickoff to board approval: 4 weeks
Three-year value modeled on the funded track: $4.6M

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Deploy · Healthcare payer

A national payer puts an agent in the live service desk in 90 days

After an eighteen-month sandbox proof-of-concept that never touched production, a forward deployed pod shipped autonomous Tier-1 resolution into the existing ITSM and handed over ownership in month three.

Kickoff to production system: 90 days
Tier-1 tickets resolved without a human: 41%
Average handle time on escalated tickets: 11 → 6 min
Annualized run-rate savings at month six: $1.3M

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Amplify · Life sciences

A clinical software group staffs 23 roles that were AI-native on day one

Delivery leadership needed PMO and engineering talent that could operate alongside deployed AI tooling from week one instead of being trained into it three months after onboarding.

Roles placed across PMO and engineering: 23
Average time to productive contribution: 7.5 → 2.5 wks
Twelve-month retention across the cohort: 94%
AI-related quality events since program start: 0

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Sustain · Insurance

A specialty insurer stops silent drift in a claims agent six months post-launch

Escalation rates had crept up 14 points while the system answered in the same confident register. Benchmarking, governance and a real feedback loop turned a depreciating asset into a compounding one.

Escalation rate within two quarters: 36% → 19%
Benchmark accuracy, measured weekly: 97.2%
Time to detect an accuracy regression: 6 days → 4 hrs
Evidence trail accepted in state examination: Auditable

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Deploy · Legal

An Am Law 100 firm cuts first-pass contract review from 6 hours to 40 minutes

Playbook-driven markup deployed inside a matter-segregated environment, with privilege-preserving logging agreed with the general counsel before the first prompt was written.

First-pass review time per agreement: 6 hrs → 40 min
Third-party agreements in scope: 900/qtr
AI-assisted work product with a supervision record: 100%
Hallucinated citations reaching an attorney: 0

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Measure · Retail and consumer

A national specialty retailer proves $2.8M of margin from AI — and cuts three tools

Service deflection, catalog content and personalization were all live and none of it was measured against a holdout. Consent-aware measurement replaced anecdote before the peak season budget.

Attributed annual contribution margin, holdout-measured: $2.8M
Peak-season service contacts deflected: 31%
AI tools retained after renewal review: 9 → 6
Opted-out customers in personalization audiences: 0

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Sustain · Government and public sector

A state agency clears a 19-week benefits backlog with every step on the record

Document assembly and completeness checks shortened the queue while the determination, the explanation and the appeal path stayed with adjudicators — and everything the system did remained disclosable.

Average time to determination: 19 → 7 wks
Applications returned for missing documents: 40% → 12%
Determinations made by a human adjudicator: 100%
Turnaround on a records request for AI interaction history: < 1 day

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Client names are withheld and details anonymized at our clients’ request. Metrics reflect outcomes reported by client leadership.