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Gladly secures $40M in funding led by AXA Venture Partners (AVP) and launches AI-powered unified customer service platform, transforming support into a revenue driver

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SAN FRANCISCO, Sept. 26, 2024 /PRNewswire/ — Gladly, a leader in customer service innovation, has announced its groundbreaking unified Customer Service Platform, powered by advanced AI. The platform is set to disrupt the industry by replacing outdated ticket-based systems, enabling retailers and direct-to-consumer brands to offer seamless, personalized support that resolves support issues and drives customer loyalty and revenue. Recognizing the transformative potential of Gladly’s approach to customer service, venture capital firm AVP led a $40M funding round to fuel the company’s growth. AVP, known for backing high-growth, technology-driven companies, sees Gladly as a catalyst for change in the customer service industry. With this investment, Gladly is poised to help brands deliver exceptional, cost-effective customer experiences and redefine customer service as a strategic, revenue-generating asset.

The platform launch comes at a pivotal moment, as customer experience becomes a crucial differentiator for brands, and generative AI gains widespread adoption. While AI has recently been heralded as a solution for improving customer service efficiency, it has struggled to address two fundamental issues. First, legacy ticket-based systems leave agents without the comprehensive context needed to deliver personalized support, resulting in fragmented experiences and unresolved issues. Second, AI solutions bolted onto these outdated platforms may answer more queries but still lack complete customer history, leading to ineffective interactions and increased frustration when transitioning to human agents. Furthermore, add-on AI solutions can pose risks to brand integrity and operational safety.

Gladly’s AI-Powered Customer Service Platform addresses these challenges head-on. By centering every interaction around the customer rather than tickets, Gladly enables AI to provide more accurate, human-like responses, while equipping agents with the context they need to be more effective. This seamless integration of Gladly’s Gen AI capabilities with its core platform not only mitigates the risks associated with AI implementations but also guarantees a consistently high-quality customer experience, whether driven by AI or human agents.

“In today’s challenging retail environment, where customer loyalty is hard-won and easily lost, our AI-powered, unified Customer Service Platform is a game-changer. It not only enhances customer experience but turns support into a strategic asset that drives growth and loyalty,” said Joseph Ansanelli, CEO of Gladly.

Gladly’s Customer Service Platform aggregates all customer interactions, regardless of channel, into a single lifelong customer record that powers both AI and agent-led support, leading to more personalized and efficient service. Gladly accelerates agent efficiency by automating routine inquiries, allowing agents to focus on high-value customer interactions such as cross-selling and upselling opportunities. Gladly also employs rigorous quality control of its AI offering, with features such as the ability to configure AI behavior to specific tone and brand guidelines, and advanced hallucination detection technology that ensures AI-generated content remains factual and relevant. Gladly’s customers achieve faster resolutions, reduced agent handle times, and realize higher CSAT scores.

“Gladly is solving critical challenges in how customer service is delivered,” said Alex Scherbakovsky, General Partner at AVP. “With its people-centered product philosophy, next-gen AI offerings, and experienced go-to-market leadership, Gladly is poised to transform the multi-billion dollar customer service market.”

With this new unified platform, Gladly is inviting retailers and direct-to-consumer brands to redefine what’s possible in customer service. By transforming support teams into growth drivers, Gladly is setting a new standard for the industry. To learn more about how Gladly can help your business turn customer service into a competitive advantage, visit gladly.com.

About Gladly
Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today’s rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at scale, enabling them to efficiently overcome the challenges of declining customer loyalty and rising costs. Its unique approach puts customers at the center, unifying all interactions into a single, lifelong conversation. This ensures customers have seamless, personalized experiences across all channels, driving faster resolutions and deeper, more meaningful connections that boost customer loyalty and lifetime value.

Trusted by hundreds and hundreds of iconic brands like Nordstrom, Warby Parker, and Crate & Barrel, Gladly delivers impressive, industry-leading results. Businesses have seen up to 470% yearly ROI, a 45% reduction in handle times, and customer satisfaction scores as high as 98%. With Gladly, businesses can provide the radically personal service their customers deserve, while maximizing operational efficiency—transforming customer service into a powerful engine for growth, loyalty, and competitive advantage in today’s marketplace. Learn more at gladly.com.

About AVP
AVP is a global venture capital firm specializing in high-growth, technology-enabled companies, managing more than $2 billion in assets across four investment strategies: Venture, Growth, Late Stage and Fund of Funds. Since its establishment in 2016, AVP has invested in more than 60 technology companies in Venture and Growth stages in the US and Europe.
With offices in New York, London and Paris, AVP supports companies in expanding internationally and provides portfolio companies with tailored business development opportunities to further accelerate their growth. For more information on AVP, please visit axavp.com.

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SOURCE Gladly

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Southeastern Laundry Equipment Sales Announces Acquisition of Cochrane Repair Service

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October 3, 2024

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ATLANTA, Oct. 3, 2024 /PRNewswire/ — Southeastern Laundry Equipment Sales (SLES), a leading provider of fully integrated commercial laundry solutions in the Southeastern United States, is pleased to announce the acquisition of Cochrane Repair Service, a specialized service-based company known for its expertise in commercial laundry equipment repair and maintenance in the Carolina’s. This strategic move further strengthens SLES’s commitment to delivering comprehensive, high-quality solutions to its expanding customer base.

Founded in 1983, Cochrane Repair Service has built a solid reputation for providing exceptional service and repair solutions across a variety of commercial laundry industries, including hospitality, healthcare, laundromats, and dry cleaning. As part of the acquisition, Jason Cochrane, second generation owner of Cochrane Repair Services, will be bringing his extensive industry knowledge and customer relationships to the organization.

“We are excited to welcome Cochrane Repair Service into the Southeastern Laundry family,” said Josh Schell, VP of Service & Parts at SLES. “Jason and his team’s deep expertise and commitment to service excellence perfectly align with our mission to provide superior, full-service commercial laundry solutions. This acquisition not only enhances our service capabilities but also expands our reach in supporting clients with critical maintenance and repair needs, continuing with our mission to be the industry leading distributor that’s “Built on Service.”

Jason Cochrane echoed the enthusiasm about the acquisition: “We are thrilled to join the SLES team and look forward to contributing to the company’s growth. Together, we will provide an unparalleled service offering, ensuring that our customers have the support they need to maximize the performance and longevity of their laundry equipment.”

The acquisition of Cochrane Repair Service represents SLES’s continued investment in expanding its service-based offerings and its vision of becoming the leading commercial laundry distribution and service provider in the Southeast.

About Southeastern Laundry Equipment Sales

Headquartered in Marietta, GA, Southeastern Laundry Equipment Sales serves clients across Georgia, Florida, Alabama, Tennessee, Kentucky, North Carolina, and South Carolina, offering comprehensive distribution, service, parts, revenue share, leasing, and chemical services. With a focus on reliability, customer satisfaction, and operational excellence, SLES has established itself as a reliable partner in the commercial laundry industry for nearly 50 years. SLES caters to clients of all sizes and scopes, providing customized solutions tailored to their unique requirements. SLES has cultivated enduring relationships with prominent laundry manufacturers, ensuring that its customers maintain access to innovative technologies and continue to benefit from the latest innovations in laundry equipment. https://selaundry.com

About Cochrane Repair Services 

Founded in 1983 by Charles Cochrane Jr, Cochrane Repair Service specializes in the maintenance, repair, and sales of commercial laundry equipment. With a focus on prompt, reliable service, the company has built long-standing relationships with clients across various sectors, providing essential support for the efficient operation of laundry facilities.

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SOURCE SOUTHEASTERN LAUNDRY EQUIPMENT SALES

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EPC Group Earns G2’s Leader Recognition for Business Intelligence Consulting and Continues to Dominate the AI Space

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October 3, 2024

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HOUSTON, Oct. 3, 2024 /PRNewswire/ — EPC Group, a recognized pioneer in artificial intelligence (AI) and business intelligence (BI) consulting, has proudly been named a leader in G2’s esteemed “Grid for Business Intelligence (BI) Consulting Providers – Fall 2024.” This recognition highlights the exceptional Power BI consulting and development services provided by EPC Group across North America.

 

With over 27 years of dedicated service, EPC Group has consistently delivered high-impact, data-driven solutions. The company has completed thousands of Power BI engagements for a diverse range of clients—from small and mid-sized organizations to large-scale enterprise rollouts. EPC Group’s ability to support the full Power BI stack including Power BI and AI, combined with their deep understanding of business intelligence strategy and governance, continues to set them apart as a premier consulting firm in the AI and BI space.

Expertise That Spans Decades

EPC Group has a rich legacy of pioneering business intelligence solutions, rooted in a collaborative relationship with Microsoft since its earliest days. As the second oldest Microsoft Gold Partner in North America, the firm has consistently maintained its position at the forefront of Microsoft’s evolving technology landscape. EPC Group was also involved in the initial development stages of Power BI, having been part of the Microsoft Power BI Beta team in 2010. Power BI, originally designed under the code name “Project Crescent,” was created as a replacement for Microsoft’s SQL Server Reporting Services (SSRS) and became part of SQL Server Codename Denali in July 2011.

This early involvement enabled EPC Group to develop deep expertise in Power BI, supporting businesses in their journey to harness data-driven insights. Clients across North America have benefitted from EPC Group’s extensive knowledge in the areas of data visualization, analytics, and business intelligence.

A Track Record of Success and Thought Leadership

EPC Group’s founder, Errin O’Connor, has been a driving force behind the firm’s success. As the author of the official Microsoft Press book “Power BI Dashboards – Step by Step,” O’Connor’s influence on the BI landscape is well-known. His book, an Amazon best-seller, is often cited as a go-to resource for Power BI enthusiasts and professionals alike, reinforcing the statement that “EPC Group literally wrote the book on Microsoft Power BI.” Errin is also working on a new publication on Artificial Intelligence (AI) best practices and implementation services.

EPC Group’s influence extends beyond Power BI. O’Connor was also a key player on the original Microsoft SharePoint Beta team, contributing to the development of what is now one of the most widely adopted collaboration platforms globally. His participation in Project Tahoe, which evolved into Microsoft SharePoint in 2001, further demonstrates EPC Group’s long-standing involvement in shaping Microsoft’s flagship enterprise tools.

Leading in AI Consulting: A Focus on Microsoft Copilot and Beyond

As North America’s leading AI consulting firm, EPC Group is at the helm of AI innovation, offering services that span 14 of the top Artificial Intelligence solutions, including Microsoft Copilot, Gemini, OpenAI and many others. These AI-driven tools are transforming the way businesses operate, enabling organizations to streamline workflows, make data-driven decisions, and enhance enterprise efficiency. EPC Group’s consulting services focus on integrating AI into businesses’ existing infrastructures, ensuring they can leverage the full potential of AI technologies to drive growth and innovation.

EPC Group’s involvement in Microsoft Fabric, particularly in building comprehensive data warehouses and data lakes for its clients, further underscores their commitment to solving complex business challenges with innovative technology. Their data integration expertise has been pivotal in helping clients manage and extract value from their data, enabling them to stay ahead in today’s competitive market.

Recognized Across Industries

EPC Group’s ability to deliver results has earned them the trust of a wide range of industries, including finance, healthcare, manufacturing, retail, and government. Their consulting services are tailored to meet the specific needs of their clients, whether they are small businesses seeking to implement Power BI or large enterprises looking to integrate AI and advanced analytics.

From CIOs and IT Directors to CFOs and Analytics Managers, decision-makers across industries rely on EPC Group’s strategic insights to optimize their business intelligence frameworks. The firm’s work helps these leaders gain actionable intelligence, improve operational efficiency, and make informed, data-driven decisions.

Looking Forward: A Continued Commitment to Excellence

With a proven track record spanning nearly three decades, EPC Group remains committed to innovation and client success. Their recognition in G2’s Fall 2024 Leader category is a testament to their unwavering dedication to delivering high-quality, impactful BI and AI solutions. As the consulting landscape continues to evolve, EPC Group is well-positioned to lead the charge, offering unparalleled expertise and transformative technology solutions to help businesses thrive.

For more details on EPC Group’s services and G2’s Leader recognition, please visit the G2 Report.

About EPC Group
EPC Group is North America’s leading AI and business intelligence consulting firm, with over 27 years of experience helping organizations unlock the power of their data. As a Microsoft Gold Partner and leader in AI consulting, EPC Group offers a full suite of services focused on Power BI, data integration, data lakes, AI-driven solutions, and enterprise reporting. Known for their expertise in Microsoft technologies, EPC Group continues to shape the future of business intelligence with cutting-edge solutions and a deep commitment to client success.

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SOURCE EPC Group

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TravelNet Solutions Welcomes Wendy Glover as New Senior Vice President of Customer Experience

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October 3, 2024

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COTTAGE GROVE, Minn., Oct. 3, 2024 /PRNewswire/ — TravelNet Solutions (TNS), provider of the Track portfolio of integrated software and marketing solutions for the hospitality industry, today announced the appointment of Wendy Glover as senior vice president of customer experience. Glover brings more than 24 years of experience with deep expertise in technology consulting, systems optimization, and property management system migrations.

“Customer success and satisfaction has been the primary focus of my career to date,” Glover said of her experience. “Helping the people of our industry realize their full potential and remove the roadblocks to achieving their business goals is deeply satisfying work. I know the TNS team shares my passion, and I’m eager to help customers level up and thrive in this challenging market.”

Glover’s extensive vacation rental background includes customer-centric leadership roles at top hospitality companies such as ResortQuest International, Wyndham Vacation Rentals, and Vacasa. She most recently served as the principal consultant for 30A Vacation Rental Consulting.

In her new role, Glover will oversee TNS’ Customer Success, Professional Services, and Revenue Services teams. Though the company has always made service and support a top priority, there is more to be done. Glover’s hire signals a renewed commitment to fill service gaps, improve response times, and foster a collaborative approach to solving customers’ most pressing concerns. In doing so, the company hopes to build a peerless customer experience as dynamic as the market it serves.

“I can’t imagine anyone better suited to this new role than Wendy,” said Ryan Bailey, CEO of TravelNet Solutions. “Her decades of industry experience and can-do attitude will help us deliver an even higher standard of care and support to our rapidly growing customer base.”

About TravelNet Solutions

For more than two decades, TravelNet Solutions, Inc. (TNS) has provided integrated software and marketing solutions for the hospitality industry anchored by its flagship TrackSuite. Our single-vendor ecosystem gives growing vacation rental companies all the enterprise-class tools they need to scale. With ongoing investment in the development of the platform’s native features and 70+ integration partners, Track helps hospitality pros level up and scale in an increasingly dynamic market.

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SOURCE TravelNet Solutions

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