25% increase in self-help dispatches with a data-driven approach to improve customer service for a multinational tech company

INDUSTRY

Retail

INDUSTRY

Retail

Key Outcomes

21%

Increase in customer diagnostic process engagement

25%

Increase in auto-dispatch volume

80%

Enrichment of raw data, adding context and insight into the customer experience

Overview

In an effort to enhance customer service for a multinational tech company, a data-driven approach revamped the self-help dispatch system. Challenges like low self-service completion rates and heavy reliance on call centers were addressed by evaluating and improving the web experience. This led to a 21% increase in customer engagement, a 25% rise in auto-dispatch volumes, and an 80% enrichment of raw data, providing greater insight into the customer experience. The optimized process reduced the need for call center support and improved overall customer satisfaction.

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.

CHALLENGE
‍

The organization’s self-service process was underperforming, leading to low completion rates and high reliance on call center support.

Customers struggled to navigate troubleshooting steps and complete part replacement requests, resulting in frustration, abandoned journeys, and increased support volumes.

This not only impacted the customer experience but also placed unnecessary strain on support operations, driving up costs and reducing overall efficiency.

Low completion rates across self-service workflows
High dependency on call centers for issue resolution
Poor customer experience during troubleshooting and part replacement
Increased operational costs due to avoidable support interactions
Limited visibility into where and why users were dropping off

SOLUTIONS
‍

Aligned Automation conducted a comprehensive analysis of the self-service journey to identify friction points across both front-end and back-end processes.

Based on these insights, the team redesigned the experience to simplify navigation, streamline workflows, and remove barriers preventing users from completing key actions.

Enhancements were implemented across the full journey, ensuring a more intuitive interface for customers while optimizing backend processes to support faster and more reliable outcomes.

Key capabilities included:

Identification of high-friction points through journey and behavior analysis
UI/UX improvements to simplify troubleshooting and part replacement workflows
Backend optimizations to improve process efficiency and reliability
Streamlined end-to-end experience to reduce user drop-off
Reduced dependency on call center support through improved self-service

What Changed
‍

The self-service experience shifted from fragmented and frustrating to intuitive and efficient.

Customers can now resolve issues independently with greater ease, while the organization benefits from reduced support volumes, lower operational costs, and an improved overall customer experience.

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