Challenges
- Better coordination and collaboration between suppliers and partners for faster resolution of customer queries and issues
- Compliance to laws and regulations with regards to timely resolution of product related issues, replacements etc.
- Need to provide greater visibility to the customer s on their queries and issues
Solutions
- Talisma service management solution to manage all customer interactions over e-mail
- Clearly defined service level delivery timelines across the workflow
- Well defined triggers during the interaction life cycle
- Automated routing logic for seamless flow of information across partners and suppliers
- Powerful analytics engine to measure key metrics – average handling time (AHT), service level agreement (SLA) compliance, agent productivity etc.
Results
- Significant improvement in the monitoring and tracking of the customer cases
- Improved key metrics – increased first time resolutions and reduced average handling time due to rules based workflows
- Empowered customer service teams due to better visibility into customer interactions
- Increase in customer service agent productivity by 21%
- Better control over partner / supplier activities leading to reduction in operational costs of replacing the product by timely resolution of issues
- Enhanced customer loyalty and experience due to timely availability of information
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