Case Studies Delivering high-quality end user experiences with workforce support

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	Delivering high-quality end user experiences with workforce support

Delivering high-quality end user experiences with workforce support

Technology Category	Analytics & Modeling - Machine Learning Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Retail
Applicable Functions	Business Operation Quality Assurance
Use Cases	Process Control & Optimization Remote Collaboration
Services	Data Science Services System Integration
Challenge	Ibotta faced a significant challenge in managing the receipt moderation process, which required matching items on a receipt with those selected in the app. The process needed to be both fast and accurate to ensure a high-quality user experience. While the company's proprietary OCR system handled most receipts, a substantial number still required human verification. During peak times, such as holiday shopping seasons, the workload became overwhelming, even requiring the CEO to assist in moderation. Ibotta needed a solution that could meet or exceed current performance benchmarks, improve accuracy by 10-15%, and increase efficiency by nearly 50%. Read More
About Customer	Ibotta is a cash-back shopping app that allows users to earn rebates by purchasing products from various retail partners and submitting a photo of their receipt through the app. Launched in 2012, Ibotta has over 35 million downloads and is one of the most frequently used shopping apps in the United States. The app is popular among large consumer brands for showcasing their products and providing value to retail consumers. Ibotta's success hinges on its ability to quickly and accurately process receipts to ensure a seamless user experience and maximize value for its partners. Read More
Solution	CloudFactory emerged as the leading solution provider, offering a professionally managed workforce combined with technology that provides a unified workspace, dedicated messaging channels, collaboration tools, and worker engagement tracking. Ibotta ran a pilot program to test CloudFactory's capabilities, which performed exceptionally well. Subsequently, Ibotta transitioned its final-stage moderation to CloudFactory. CloudFactory's ability to monitor worker engagement and gather productivity metrics allowed workers to quickly get up to speed. Today, CloudFactory handles over 12,000 hours of work per month for Ibotta, enabling the company to focus on improving its product and growing its business. The partnership has also expanded to include workers in Nepal and Kenya, providing high-quality execution while making a positive impact in developing nations. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Retail

Applicable Functions

Business Operation

Quality Assurance

Use Cases

Process Control & Optimization

Remote Collaboration

Services

Data Science Services

System Integration

Challenge

Ibotta faced a significant challenge in managing the receipt moderation process, which required matching items on a receipt with those selected in the app. The process needed to be both fast and accurate to ensure a high-quality user experience. While the company's proprietary OCR system handled most receipts, a substantial number still required human verification. During peak times, such as holiday shopping seasons, the workload became overwhelming, even requiring the CEO to assist in moderation. Ibotta needed a solution that could meet or exceed current performance benchmarks, improve accuracy by 10-15%, and increase efficiency by nearly 50%.

About Customer

Ibotta is a cash-back shopping app that allows users to earn rebates by purchasing products from various retail partners and submitting a photo of their receipt through the app. Launched in 2012, Ibotta has over 35 million downloads and is one of the most frequently used shopping apps in the United States. The app is popular among large consumer brands for showcasing their products and providing value to retail consumers. Ibotta's success hinges on its ability to quickly and accurately process receipts to ensure a seamless user experience and maximize value for its partners.

Solution

CloudFactory emerged as the leading solution provider, offering a professionally managed workforce combined with technology that provides a unified workspace, dedicated messaging channels, collaboration tools, and worker engagement tracking. Ibotta ran a pilot program to test CloudFactory's capabilities, which performed exceptionally well. Subsequently, Ibotta transitioned its final-stage moderation to CloudFactory. CloudFactory's ability to monitor worker engagement and gather productivity metrics allowed workers to quickly get up to speed. Today, CloudFactory handles over 12,000 hours of work per month for Ibotta, enabling the company to focus on improving its product and growing its business. The partnership has also expanded to include workers in Nepal and Kenya, providing high-quality execution while making a positive impact in developing nations.

Impact #1	CloudFactory's team quickly adapted to the nuances of the work and its context in American culture, often demonstrating better brand awareness than Ibotta's internal team.
Impact #2	The partnership with CloudFactory has allowed Ibotta to handle over 12,000 hours of work per month, significantly reducing the burden on internal teams.
Impact #3	Ibotta is now better prepared for peak times, such as the holiday shopping season, without the need for all employees, including the CEO, to assist in receipt moderation.

Impact #1

CloudFactory's team quickly adapted to the nuances of the work and its context in American culture, often demonstrating better brand awareness than Ibotta's internal team.

Impact #2

The partnership with CloudFactory has allowed Ibotta to handle over 12,000 hours of work per month, significantly reducing the burden on internal teams.

Impact #3

Ibotta is now better prepared for peak times, such as the holiday shopping season, without the need for all employees, including the CEO, to assist in receipt moderation.

Benefit #1	15% higher accuracy rate in receipt moderation.
Benefit #2	50% decrease in processing time for receipt verification.
Benefit #3	12,000 hours of work delivered per month by CloudFactory.

Benefit #1

15% higher accuracy rate in receipt moderation.

Benefit #2

50% decrease in processing time for receipt verification.

Benefit #3

12,000 hours of work delivered per month by CloudFactory.

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Overview

Delivering high-quality end user experiences with workforce support

Operational Impact

Quantitative Benefit