CIO1 Business Intelligence

BACKGROUND

Introduce your business and what you do there.

I’m the customer service supervisor of Alcolock, a global safety leader providing ignition interlock devices and innovative solutions to help prevent impaired driving and make roads safer.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CIO1 Business Intelligence to accomplish for Alcolock?

We needed help creating an automated AI-assisted solution to support after-hours callers. The AI assistant was designed to guide customers through troubleshooting processes, ensuring timely support outside of regular business hours and improving the overall customer experience.

SOLUTION

What was the scope of their involvement?

CIO1 Business Intelligence has designed and developed an AI-driven after-hours call assistance system. The team has also created automated call handling and customer interaction workflows and troubleshooting guidance. Moreover, CIO1 Business Intelligence has provided recommendations for system enhancements and improvements throughout the project lifecycle. The team also offers ongoing support for the AI solution as our business evolves.In terms of deliverables, CIO1 Business Intelligence has provided a fully functional AI assistant for after-hours customer support and troubleshooting. The team has also delivered a real-time dashboard with live data monitoring, downloadable reports and analytics, and the ability to make scripting and workflow changes quickly.

What is the team composition?

We work with 2–5 teammates from CIO1 Business Intelligence.

How did you come to work with CIO1 Business Intelligence?

We found them through an online search and a referral. We chose them because their pricing fit our budget, they had a great culture fit, they offered good value for the cost, and their company values aligned with ours.

What is the status of this engagement?

We started working with them in September 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The most significant outcome of our engagement with CIO1 Business Intelligence has been eliminating our third-party after-hours support team and replacing it with their AI assistant. This change has resulted in a more efficient, automated after-hours customer support experience while reducing operational costs. After implementing the AI assistant, customers have been able to receive immediate after-hours support without waiting for a live agent. The solution has streamlined troubleshooting and provided more consistent service.

How did CIO1 Business Intelligence perform from a project management standpoint?

CIO1 Business Intelligence's project management has been excellent. The team is highly responsive, communicates clearly throughout the project, and consistently delivers on time. We primarily communicate through virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

Throughout the project, CIO1 Business Intelligence has proven to be a true partner. They provide valuable recommendations, ongoing support, and expert guidance as the solution evolves and expands. Their responsiveness, attention to our needs, and commitment to our success have made us feel like a top priority at all times. As a result, the AI solution has grown into a highly effective tool that continues to deliver value to both our customers and our organization.

Are there any areas they could improve?

There’s very little we would change about the experience. CIO1 Business Intelligence has been responsive, delivered on time, and been a true partner throughout the project. We look forward to working with them again as we move into the next phase of our projects.