Warranty replacements are a trust moment. StateSet helped HydraPak turn a manual, image-heavy process into an AI-assisted workflow that moves faster without dropping the details customers care about.
The Challenge
HydraPak needed warranty replacements to move as fast as its customers do.
HydraPak’s growth created operational drag in the warranty replacement process. Support teams were spending too much time on routine work: identifying products from photos, finding the right SKU, confirming details, and manually creating replacement orders.
The team needed an AI-driven workflow that could reduce response times, protect brand consistency, and free support agents to focus on the complex customer needs that still require judgment.
The Solution
StateSet automated the replacement workflow from image to order.
StateSet ResponseCX gave HydraPak an agentic commerce system for the warranty replacement process. The agent analyzes customer images, identifies products and accessories, verifies order and address details, and helps create replacement orders in the shipping system.
The workflow combines vision, SKU lookup, address verification, brand controls, and customer communications so agents can manage exceptions instead of manually driving every replacement from start to finish.
The Results
Warranty replacements became faster, more accurate, and easier to operate.
HydraPak reduced time-to-resolution for warranty replacement orders by more than 90% while reaching 85% accuracy in product SKU and accessory identification.
The CX team saved 22.67 hours per month and gained a more consistent process for customers who needed a replacement product quickly.