At a glance

A data-driven approach to improving customer service

A U.S.-based multinational computer hardware manufacturer engaged Aligned Automation to evaluate their self-service process for customers troubleshooting and replacing defective parts. The baseline assessment found that among those users who were shipped a replacement part after initiating the self-service process online, only 1% completed theorder online without direct support.

To improve the customer experience and simultaneously reduce call center strains, the team connected, enriched andanalyzed data about the customers, equipments, the web process, and the parts dispatched to gain insight into where and why customers opted out of theself-service process. By isolating high failure points, strategic changes to the front and back end of the web experience were evaluated and approved incollaboration with the client to achieve a more intuitive and frictionless process.