Challenge
An international consumer electronics and business solutions company needed a customized software solution that offered real-time connectivity for the customer service representative to look up valuable information such as web links to owner’s manuals, product trending information, service center claims, part orders and store locations. At the time, the company experienced poor visibility into its customer experience metrics. It had outsourced its services to multiple suppliers but received little proactive advice on how and where to improve. Even more pressing, the company did not have a knowledge base to take its agents through the process requirements of a call. Agents had to follow along with a basic computer drawn flow chart to complete a call. The ideal solution would combine inside and outside reporting into one customized program, allowing the company to segment the data as it pleased.
