25% increase in self-help dispatches using a data-driven approach to improve customer service for a Fortune 500 tech company

INDUSTRY

Retail

INDUSTRY

Retail

Key Outcomes

25%

Increase in self-help dispatches

Enhanced CX

improved UI/UX boosted satisfaction scores

Reduced Strain

On call centers through intuitive portal

Financial Efficiency

Gains led to undisclosed cost savings

Overview

A Fortune 500 tech company struggled with an inefficient self-service portal, leading to increased support calls and operational strain. Aligned Automation applied a data-driven analytics strategy to understand user behavior and preferences, leading to significant UI/UX improvements. The portal redesign increased intuitiveness, reduced the learning curve, and included continuous feedback features for ongoing enhancement. This led to a 25% increase in self-help dispatches, improved customer satisfaction, reduced call center strain, and undisclosed cost savings from operational efficiency gains.

This multinational technology company is one of the largest of its kind in the world and is listed on the Fortune 500. It serves a global customer base in 180 countries and has extensive R&D and manufacturing operations worldwide.

A comprehensive data analytics strategy was employed to understand user behavior and preferences on the self-service portal. Based on these insights, significant UI/UX improvements were made. The portal was also equipped with features for continuous feedback and improvement, thereby creating a self-sustaining system for ongoing enhancements.
Data-driven insights: utilized data science to analyze user interactions and identify pain points.
UI/UX overhaul: redesigned the portal interface to be more intuitive, reducing the learning curve for users.
Continuous improvement: implemented a feedback loop for continuous ui/ux enhancements based on real-time data.

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