Case Study
25% increase in self-help dispatches using a data-driven approach to improve customer service for a Fortune 500 tech company
- Industry: Technology
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
- Inefficient self-service portal leading to increased customer support calls
- Lack of data-driven insights to improve the user interface and experience
- Strain on customer support resources, affecting overall operational efficiency
Solution
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.
Capabilities leveraged
Data & Analytics
Process Transformation
Outcome
25%
Increase in self-help dispatches
Enhanced customer experience:
improved UI/UX boosted satisfaction scores
Reduced call center strain:
intuitive portal reduced support calls
Financials:
efficiency gains led to undisclosed cost savings.