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Case Study — Yes, a real one
Multi-location businesses were drowning in scattered data, broken dashboards, and zero clarity. We fixed that. 10 AI modules, one coherent experience, and 12,000+ locations that stopped complaining.
The Mess We Walked Into
Franchise owners had data everywhere and insight nowhere. Profile health, AI search visibility, customer sentiment — all scattered, all manual, all wrong. We were handed a spreadsheet and asked to "make it smarter."
Monitor profile health across 50+ directories without a unified view
Track AI visibility as ChatGPT, Google AI influence customer discovery
Understand customer sentiment buried in thousands of reviews
Protect profiles from fraudulent edits and ownership attempts
Convert insights into action with clear next steps
Scale operations without hiring massive teams
The UX Journey
Here's exactly how we went from "we have a spreadsheet" to a platform serving 12,000+ business locations. Every phase had a purpose. Every artifact had a reason.
What We Actually Built
Imagine managing business profiles across hundreds of locations and dozens of directories — phone numbers, hours, addresses all scattered. One incorrect detail and customers can't reach you. Presence AI becomes your vigilant guardian, continuously scanning every profile for accuracy and completeness. It catches inconsistencies before they become problems, shields profiles from fraudulent edits, and ensures your business information stays pristine across the web.
1,200+ profiles protected with near-zero data errors.
When a customer asks ChatGPT or Google AI about your business, what do they see? This module reveals your brand's presence in the AI-driven future of search. It monitors how AI platforms like ChatGPT, Claude, and Perplexity represent your business, tracks which keywords trigger your mentions, and identifies gaps in AI visibility.
Visibility tracked across 4 major AI platforms with actionable improvement insights.
Thousands of reviews across dozens of platforms — praise buried alongside criticism. Reviews AI surfaces what matters: recurring compliments, persistent pain points, and unanswered reviews that need attention. AI categorizes sentiment, suggests response templates, and helps you turn feedback into action.
1,200+ reviews managed with 68% response rate and improved customer satisfaction.
Repetitive tasks drain time and resources. Tasks AI automates the mundane — updating profiles, responding to reviews, fixing inconsistencies — across hundreds of locations simultaneously. It prioritizes actions by impact, tracks execution status, and learns from patterns to recommend next best actions.
87% task automation rate. Over 890 automated tasks completed.
Phone calls are goldmines of customer insight — but only if you can analyze them. Interactions AI tracks call volume, answer rates, duration, and even conversation sentiment. It flags missed opportunities, highlights team performance gaps, and reveals what customers are really asking for.
90,000+ calls analyzed monthly, improving answer rates by 12%.
Eight AI modules generate mountains of data. The Strategic Summary synthesizes it all into one comprehensive report — trends, opportunities, risks, and prioritized recommendations. With one click, leadership gets a complete performance snapshot across all modules.
47 strategic reports with 156 real-time alerts, enabling faster decisions.
Primary Persona
Numbers That Justify This Project's Existence
What This Taught Me (Besides Patience)
Enterprise software doesn't have to be complicated. Progressive disclosure and smart defaults helped make powerful analytics accessible to all skill levels.
Investing time in a robust design system paid dividends. It enabled the team to ship features 60% faster while maintaining visual consistency.
AI insights are only valuable when presented with clear context and actionable next steps. We focused on the 'so what?' to drive real business outcomes.
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