Challenges
- Collaboration between contact centre team and back of office teams to service customers
- Lot of manual intervention is required to manage service requests involving multiple teams
- Unified platform for managing customer communication channels like Email, Phone, Chat and SMS
- No single view of customer available at the agent console
Solutions
- Central system to manage customer queries, complaints and service requests.
- CRM is integrated with Loyalty Management System to provide 360 degree view of customer.
- Tickets can be worked on by different teams to resolve customer queries within defined TAT.
- Solution is deployed as a SaaS offering to take advantage of cloud benefits like pay as you go and scalability.
Results
- Better tracking of customer tickets between customer facing and back office teams.
- Improved SLA and TAT with better agent productivity
- Personalized communication using 360 degree view of customer.
- Eliminated manual interventions to improve CSAT.