A leading weighing scale manufacturer positions itself as a “best in class” service delivery organisation with an impressive service excellence journey. Feedback Insights helped them improve the same-day customer issue resolution rate by 30%.
What is the Challenge?
- The client’s service delivery processes necessitated enhancements. The experience was unsatisfactory with a 49% resolution rate on a daily basis. Therefore, achieving service delivery excellence required stringent SLA (Service Level Agreement) frameworks and a customised approach.
Addressing the Challenge
- To ensure a high response rate, Feedback Insights enabled the set up of a central call center. The teams designed a stringent SLA framework to address multiple intervention scenarios. Internal stakeholders were invited to participate in enhancing customer engagement. The customised approach and advisory recommendations establish the client as best in class for service delivery.
- Integrate a Seven Service Pillars strategy, from service delivery to competency development.
- Streamline customer interaction processes to enhance response time and drive profitability.
- Bring clarity to roles and enable process automation.
- Monitor key metrics for continuous improvement and audits.