Scaling BPO success with agentic AI: Real-world client wins -
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Beauty retailer eliminated after-hours pricing changes, automated Jira & Slack tickets, and saved 10+ hours on monthly updates
Dio Aquino was in price management chaos.
As Head of Digital Operations at IPSY, a beauty retail service with 3.5 million subscribers, Dio's team was stuck in a never-ending cycle of real-time price adjustments that required staff to be on call around the clock.
"Pricing within our system was nuanced because it didn't have the capability to schedule, so we were making real-time price changes," Dio explains. "We had to be available 24/7, including nights and weekends, to be able to process those price changes."
The situation wasn’t sustainable. IPSY's digital operations team found themselves constantly serving as middlemen between merchandising and their operating systems. With expanding responsibilities and limited bandwidth, they needed a solution that would eliminate the manual intervention while maintaining the price accuracy retail demands.
That's when they discovered Generative Automation.
"We got introduced to Pinkfish, which was really a game changer for us," Dio says.
That change happened overnight. IPSY built a Pinkfish automation that connected their internal pricing tool with external platforms like Jira and Slack to create what Dio calls "one seamless experience" for price management.
The new workflow is elegantly simple: IPSY's merchandising team fills out a form and uploads it via Jira. Pinkfish automatically reviews the ticket, validates the pricing data, and pushes the changes directly to the website—all without human intervention.
"All the merchandising team needs to do is submit the pricing via Pinkfish and the prices automatically appear on site within minutes," Dio explains.
This approach has saved IPSY's team up to 10 hours every month on pricing requests alone. What's more, it’s freed up staff from being on call for changes during nights and weekends.
Pinkfish also helped IPSY find the advantage of automated data validation.
"A lot of the work we do is data validation—making sure things are where they're supposed to be," Dio notes. "With Pinkfish, what we would take hours to do, it can do in seconds."
The ability to perform error-free validation instantly has changed how IPSY's team approaches their responsibilities. Instead of spending hours manually checking data across systems, they can now focus on strategic and higher-value tasks.
Pinkfish’s flexibility has been another high note. Despite integrating with multiple tools across IPSY's tech stack, Pinkfish built connections that preserved existing workflows while removing the manual elements that drained their team.
Initially skeptical about AI, Dio quickly became a champion after seeing it in action. "Once I realized how you can use AI to build automations that save my team countless hours, I'm totally on board," she says.
The experience has been so positive that Generative Automation has become something of a wish-granting service within the organization. "I always tell my team they can make a wish with Pinkfish," Dio shares.
For IPSY, this means a future where automation isn't limited to engineering teams or developers. Instead, those who know their work best can imagine better processes and build solutions without months-long development.
After their initial automation proved so successful, IPSY immediately looked for more opportunities to grow.
"We're constantly exploring other avenues and tasks for Pinkfish to automate and save us time," Dio explains. "We can utilize Pinkfish as a way to save our team countless hours and take on more scope and responsibility across the company."
This includes using Pinkfish for competitive analysis, employee offboarding, and other complex workflows across the organization—areas where RPA or iPaaS solutions would require multiple tools and skills.
As IPSY continues to grow its subscriber base and expand operations, partnering with Pinkfish offers a path to scaling output without adding headcount or technical debt.
"The sky is the limit when it comes to working with Pinkfish," Dio concludes.
For a beauty subscription leader maneuvering retail’s winds of change—product assortments, pricing strategies, and market conditions—that potential is the ultimate competitive edge.
Ready to turn your automation wishes into reality? See how Pinkfish can help your team build enterprise automations faster and more intuitively than ever.
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