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ABOUT THEO GRACE
How Theo Grace Transformed Mother's Day Into a Strategic Win
“Notch’s dedication really stood out, its team was by our side day and night treating our challenges as their own. Notch gives us the confidence to handle peak season without fear of overwhelm.”
Company
Theo Grace
Industry
eCommerce
Scale
Millions of customers
Stage
Growth
67% Resolve Rate
Majority of peak season tickets resolved end-to-end without human intervention.
12% CSAT Improvement
Faster, more accurate resolutions elevated customer satisfaction during highest-stakes period.
Zero Added Headcount
Scaled through record Mother's Day volume without hiring temporary or permanent staff.
Co-founded with Nicky Hilton, Theo Grace crafts personalized, one-of-a-kind jewelry. Each necklace, bracelet, ring and earring transforms cherished memories into wearable art, celebrating the milestones, people, and moments that matter most.
Theo Grace is part of Tenengroup, a 500-employee enterprise serving over 10 million customers worldwide across 7 exclusive jewelry brands.
CHALLENGES
Mother's Day at Scale: Mastering Guaranteed Delivery Date Complexity
Two weeks before Mother's Day, one of Theo Grace's highest revenue weekends, the team prepared to deliver on guaranteed delivery dates with precision timing across multiple fulfillment zones and order windows.
Theo Grace's personalized luxury jewelry demands exceptional service, and their delivery guarantee reflected that commitment. The complexity required dynamic support policies that could provide accurate, personalized responses across thousands of WISMO inquiries—adapting in real-time based on customer locations, order timing, and fulfillment logistics.
When 2,000 guaranteed orders hit a customs delay Friday night before the critical weekend, Theo Grace faced a challange. With delivery commitments on the line and thousands of customers expecting proactive communication, this was the moment to prove premium service could scale without compromise.
NOTCH SOLUTION
TRUE Resolution Under Peak Pressure
Expert AI Team Mobilization
When the customs crisis hit Friday night, Notch immediately mobilized its technical, operations, and implementation teams. Within hours, they resolved the issue and ensured flawless weekend execution.
Dynamic Policy Engine
Notch replaced manual WISMO responses with intelligent zone-based tagging and dynamic policies, automatically resolving thousands of complex delivery inquiries with guaranteed-date-specific accuracy.
Proactive Communication
AI agents proactively messaged affected customers and managed all follow-up conversations for delayed deliveries, maintaining premium service standards and preserving brand trust during the challenge.
Strategic Event Preparation
Two weeks of daily testing, rapid iterations, and total operational alignment between Theo Grace and Notch teams ensured complete readiness for the high-stakes Mother's Day period.
RESULTS
Peak Performance. Zero Overwhelm. Smart Scaling
67%
Resolution Rate
Thousands of tickets fully resolved by Notch AI customer support agents.
43%
Faster Resolution
Average resolution time accelerated 43% year-over-year during the peak event period.
0
Additional Headcount
Scaled through record Mother's Day volume without hiring seasonal staff.
BUSINESS IMPACT
From Peak Pressure to Repeatable Excellence
- Theo Grace transformed peak season from a potential crisis into a smooth high-volume operation. By combining customer-first principles with Notch's intelligent automation, they maintained complete operational control during a critical revenue weekend.
- The strategic win extends beyond Mother's Day success. By July 4th, Theo Grace had established a repeatable peak season playbook, transforming reactive support into proactive operational excellence. The Mother's Day blueprint now powers confident scaling through every high-stakes period.
”Mother's Day is one of the most important events for our business. With Notch, we met the surge in demand faster, smoother, and significantly reducing our need for additional headcount."
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