top of page

Agentic-AI Powered Dealer Engagement & Loyalty Transformation for Leading Tile Manufacturer 

Discover how DGTL and Emvo.ai implemented Agentic AI for a leading tile manufacturer to automate dealer collections, product enablement, and loyalty programs—driving higher recovery, engagement, and ROI. Read the full case study.

Gemini_Generated_Image_o7fonto7fonto7fo.png

Company Overview

A leading tile manufacturing company in India operates a vast dealer and distributor network spread across regions, managing high transaction volumes, collections, product queries, and loyalty-driven engagement. While the business had scale and market presence, dealer interactions and post-sales engagement were still dependent on fragmented, manual processes.

To modernize dealer experience, improve recovery cycles, and unlock the true value of loyalty programs, the organization partnered with DGTL, in association with Emvo.ai, to deploy an Agentic AI–driven engagement ecosystem.

Business Challenge  

Despite a strong dealer network and established programs, the organization faced several hidden operational gaps:

  • Manual & Disconnected Collections
    Finance teams relied heavily on spreadsheets, manual calls, and delayed follow-ups, resulting in missed commitments and uncontacted overdue dealers.

  • Inconsistent Dealer Communication
    Product information, scheme details, and clarifications were scattered across teams, leading to dependency on sales reps and delayed responses.

  • Low Loyalty Program Activation
    A large percentage of enrolled dealers remained inactive due to unclear benefits, complex redemption journeys, and lack of timely nudges.

  • Limited Visibility into Dealer Intent
    Teams had little insight into which dealers needed follow-ups, which were stuck due to technical issues, and which were likely to churn.

The need was clear: an always-on, intelligent system that could engage, guide, follow up, and recover—without human dependency.

The Solution  - DGTL's Agentic AI Approach

DGTL designed and deployed a multi-agent Agentic AI framework, where each agent functioned autonomously yet collaboratively—handling specific dealer engagement journeys end to end.

Collection Agent – Seamless Dealer Engagement & Recovery

A dedicated AI Collection Agent was deployed to automate dealer follow-ups and recovery workflows.

What the Agent Did:

  • Ingested dealer data directly from SAP

  • Prioritized overdue accounts intelligently

  • Initiated proactive follow-ups via AI-driven calls

  • Tracked payment commitments and recovery status

  • Ensured no dealer went uncontacted

Outcome:

  • 30% increase in collections

  • 6+ hours saved daily for finance teams

  • Zero context loss through autonomous follow-ups

  • Faster recovery cycles without manual intervention

 

Product Specialist Agent – Intelligent Dealer Enablement

To reduce dependency on sales teams and empower dealers with instant access to information, a Product Specialist Agent was introduced.

What the Agent Did:

  • Answered dealer queries related to product specifications, variants, pricing, and availability

  • Explained schemes, offers, and new product launches

  • Provided consistent, accurate information 24/7

  • Reduced inbound pressure on sales and support teams

Impact:

  • Faster dealer decision-making

  • Improved dealer confidence and satisfaction

  • Standardized communication across regions

 

Loyalty Program Agent – AI Nudges That Drive Activation & ROI

The most transformative use case was the Loyalty Program Agent, designed to reactivate silent users and unlock program value.

What the Agent Did:

  • Explained loyalty benefits clearly using conversational AI

  • Nudged dealers to scan recent purchases (Earn-Scan logic)

  • Tracked point balances and redemption eligibility

  • Identified friction points in real time

  • Escalated technical issues instantly to customer care

  • Auto-categorized users based on intent and behavior

Outcome:

  • 20%+ inactive users reactivated

  • 5% hidden technical issues surfaced and resolved

  • Improved visibility into dealer intent and engagement stages

  • Higher loyalty redemption and perceived program value

The Outcome: A Connected, Autonomous Dealer Ecosystem

By deploying Agentic AI through DGTL in association with Emvo.ai, the tile manufacturer transitioned from manual, reactive processes to a self-driven, intelligent engagement model.

Business Impact at a Glance:

  • Higher collections with zero manual gaps

  • Stronger dealer relationships through real-time engagement

  • Increased loyalty ROI through proactive activation

  • Clear visibility into dealer behavior, intent, and blockers

  • Scalable, future-ready dealer engagement architecture

Conclusion 

This engagement wasn’t just about automation—it was about redefining how dealers experience the brand. Through Agentic AI, DGTL helped the organization move from follow-ups to foresight, from reminders to relationships, and from fragmented workflows to a unified, intelligent dealer ecosystem.

Agentic AI didn’t replace teams—it amplified outcomes.

bottom of page