Case Study

Reducing Costs for a Next-Generation Consumer Affairs Program

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OBJECTIVE

This client, in the midst of a significant merger, sought a partner to help them create a next generation Consumer Affairs program. The client wanted to foster a much improved customer experience, delivering measurable improvements to brand advocacy, loyalty, and ultimately, to corporate earnings.

Specifically they were looking for a partner that could quickly:

• Improve brand equity and value through world class service; focusing on first call resolution and extended hours of operation 


• Provide insight to support the improved consumer experience through strong data analytics and business excellence programs, and leveraging a first-rate quality management, monitoring, and reporting infrastructure


• Better unify email, chat, and white mail channels with integrated processing using competitive service levels


• Improve revenue across the service function through professional upselling/cross-selling growth methods