Challenge
Many of us have been there: calling a contact center for help and being greeted with a 5-minute wait time or a lengthy queue. This can lead to a drop in customer satisfaction.
Companies understand this problem and aim to improve it. However, merely hiring more call operators isn't the solution, as it can strain a company's budget. Balancing customer service with cost-effectiveness is the key challenge.
Solution
Our team successfully implemented a digital self-service solution aimed at enhancing customer experience and streamlining issue resolution. This innovative system allowed customers to independently solve their challenge using their mobile phones, eliminating the need to wait for an available call center rep.
By empowering customers with self-service, we reduced calls and costs while offering a seamless problem-solving method. This solution provided a user-friendly interface with access to resources such as FAQs, troubleshooting guides, and tutorials. Customers found these tools readily available and convenient for addressing their diverse needs.
Results
This solution helped reduced the number of customers that had to wait in the queue to speak to an agent by 30-50%, depending on the call reason.
The customer could resolve their issue immediately online, incidentally also leading to significant cost reductions and simultaneously a boost in customer satisfaction.
Challenge
Like most other companies, job agencies struggle with finding the right balance between cost and benefit on a global scale. However, in the case of job agencies, the interaction with workers, employers and employees is particularly intense and interactive.
As a result, this agency had a multitude of apps, one for each country. Very expensive to maintain, and impossible to provide seamless, efficient, uniform experiences.
Solution
To assist the client, we designed and delivered a white-label, cross-platform global employee app, empowering associates with enhanced functionality and seamless interaction.
This unified platform fosters collaboration and communication among the global workforce, granting access to various features and resources like timesheets, expenses, and training materials.
As a white-label, cross-platform solution, it can be quickly customized and deployed in different countries, reducing maintenance costs and accelerating time to market.
Results
This solution reduced attrition with increased employee loyalty, increased revenue per associate with lower recruiting investment and increased the NPS of associates ‘on-the-job’.
Moreover, the app was built in such a way that minor adjustments were required to roll it out globally.
Challenge
So, how do you make that streamlined and efficient? Especially considering the fact that internet often isn’t available mid-seas?
Our customer also struggled with this and therefore experienced highly wasteful and costly processes, along with decentralized communications. These inefficiencies not only consumed valuable time but also led to substantial revenue losses.
Solution
Our team successfully delivered a global digital application serving as a real-time data gateway between central operations, the global fleet, and customers.
The application's integration empowered ships and customers with up-to-date information, facilitating swift decisions and real-time ship tracking for collaboration at sea. This innovative solution led the industry in transparency across transactions and logistics.
Results
This solution allowed for multi-user digital experiences and unbroken user journeys.
As a result, costs were significantly reduced, revenues increased and client has become the pioneer of leveraging digital to make the industry more efficient, effective and transparent.