Rally House knows sports – and they know retail.
With 200+ stores across the U.S. repping every team under the sun, their customer service team fields all kinds of calls: from “Where’s my order?” to “Does this hoodie come in a medium… in the other shade of blue?” Multiply that by holiday rush season and a blizzard or two, and you’ve got a recipe for overwhelmed phone lines and overworked agents.
So when the phone calls and unanswered voicemails started stacking up, they knew it was time for a timeout. And a tech upgrade.
That’s when they met Flip.
The Game Plan: Automate, Deflect, Simplify
Rally House partnered with Flip to bring smart, voice-based automation into their CX stack. But instead of layering on another clunky tool, Flip fit seamlessly into their existing workflow with integrations into their phone system, Kustomer (for chat + SMS), and NetSuite on the backend.
Flip started fielding routine calls—like WISMO (Where Is My Order), order cancellations, and basic policy questions—freeing up agents to focus on higher-value convos.
Key Wins (a.k.a. MVP Stats)
- Live call volume dropped 80% YoY after Flip went live
- 14,000+ calls automated during the December 2024 peak season
- Agent handle time increased (on purpose!) – because calls that did get through were more meaningful
- Flip + NetSuite = seamless order management automation
- Queue prioritization put high-intent, high-value calls in front of real humans while deflecting low-priority traffic to SMS or voicemail
- Faster implementation than other vendors (not naming names, but… 🧼)
So What Changed?
“We used to be buried in phone callbacks,” said Jacob Loper, CX leader at Rally House. “Now we’re not only answering more calls – we’re answering the right ones.”
By automating routine calls, Rally House was able to reallocate team resources toward chat, where agents could collect images, gather more context, and request customer reviews, all things that just don’t work as well on the phone.
They also changed how they staff their team: fewer agents on phones, more on chat, and better service levels overall.
Pro Tip from the Field
Flip’s engineering team worked with Rally House to customize intent handling – even experimenting with future flows like “online to pickup” switches and proactive discounting for damaged items.
The integration with NetSuite made those flows even smarter. And with Flip doing the heavy lifting, Rally House stayed focused on their customers (and probably a few touchdowns too).
The End Result?
Rally House didn’t just survive peak season. They dominated it.
With Flip in their CX playbook, they unlocked faster response times, happier agents, and a cleaner inbox (goodbye, voicemail backlog).
Fewer calls. Better calls. Happier fans. Flip Yeah.
