The solution
- Providing process improvements through a combination of process automation and response customization
- Improving resource efficiency by eliminating repetitive manual tasks
- Identifying new opportunities that aided in developing better cross-sell or up-sell avenues
- Reducing the turnaround time and improving the consumer experience
Expected benefits:
- Improved resource management
- Reduction in errors and increase the quality of responses
- Immediate deployment of resources to handle crisis situations
- Real-time exception-based monitoring and reporting
Results
- First response time across social channels reduced to 10 minutes
- Customer resolution time saw a significant improvement from 6 Hours to 2.5 Hours
- High performance measured with 99.30% service level achievement
Visualization of project outcomes: