- More than $4,000 in Monthly Savings
- 30% Average Voice Automation
- 6.75% Increase in Customer Satisfaction
“This is the best implementation that I’ve ever been through. It was so seamless.”
In beauty, voice automation isn’t just limited by scale – it’s limited by tone.
For multi-brand organizations like Orveon Global, that constraint multiplies. Each brand serves a different customer, operates under a different set of expectations, and requires a distinct voice. Automation that treats those brands as interchangeable, erodes trust.
Carved out of Shiseido in 2021, Orveon brings together iconic beauty brands Laura Mercier, bareMinerals, and Buxom under a shared operational umbrella, all while preserving each brand’s distinct identity.
Each brand operates with their own unique voice and dedicated customer base. As Orveon scaled, call volume grew alongside it – making customer-support operations an increasingly important cost center.
The challenge wasn’t just volume.
It was whether automation could exist without flattening brand identity.
For Nancy Sayo, Director of Consumer Services at Orveon, the tradeoff was clear. Voice automation could reduce cost, but only if it didn’t dilute the expectations customers already trusted. Generic voice systems weren’t an option. Neither was a slow, resource-heavy implementation that disrupted live operations.
Flip didn’t require Orveon to rebuild workflows or compromise brand tone. Instead, the system was designed to adapt, allowing each brand to sound like itself while operating within a shared infrastructure.
From launch, results were immediate:
- An average 25-35% voice automation rate
- Over $4,000 in monthly savings
- An average CSAT of 4.6, increasing by 6.75%
What made the results sustainable wasn’t the automation rate itself, but the ability to decide where automation belonged – brand by brand, workflow by workflow.
Given Orveon’s structure, Nancy came prepared with a clear point of view on how we could tackle individualizing the tone for the two brands that use live voice features.
Laura Mercier, the iconic prestige beauty brand renowned for its effortless artistry and skin-enhancing formulas.
bareMinerals, the original clean beauty brand.
How could Flip distinguish a method for each style?
While working with Flip’s Head of Customer Success, Wendy Halson, Nancy said, “That was never an issue because anything that I brought up, Wendy was knowledgeable about, knew how to fix, knew who to ask, knew what to do, and was able to implement it almost immediately.”
For example, Orveon found that customers were more receptive to automation on Laura Mercier. Those workflows were tested there first and expanded to bareMinerals only after proving effective – a method that allowed Orveon to scale without alienating customers. Nancy also had a weekly working session where she found the Flip team had quickly resolved to whatever they had discussed prior.
An added benefit was access to the Flip dashboard. With a clearer view into call trends, Orveon’s team could shift focus from simply answering calls to understanding why customers were calling.
“My goal isn’t to get people to not call,” Nancy explains. “My goal is to solve the problems that they are calling about.”
With Flip handling routine interactions, that’s exactly what Orveon can focus on doing.
For Orveon Global, customer experience is rooted in a commitment to changing how the world thinks about beauty. Scaling that experience wasn’t about deflection – it was about precision.
Flip helps make that possible.
For multi
