Our client was facing significant operational inefficiencies due to disparate systems and processes, which resulted in fragmented customer service operations, prolonged resolution times, increased operational costs, low customer satisfaction, and very high customer churn.
As part of its renewed focus on operational efficiency, sustainable growth, and customer-centered innovation, the client’s goal was to unify these operations into a single, cohesive, innovative platform.
Concentrix partnered with the client to implement a comprehensive transformation program aimed at overhauling their customer management processes. The heart of our solution was the integration of all functionalities into a single, cohesive platform:
This unified system not only streamlined the customer service process, but also empowered management with real-time data-driven decision-making capabilities. The platform was designed to foster seamless connectivity between advisors and management, enhancing overall operational efficiency.
By reimagining contact management through smart allocation and gamification, we kept advisors productive and engaged. The intuitive design of the portal minimized the complexity of actions advisors needed to perform, thus reducing training requirements and enabling them to deliver high-quality service confidently and efficiently.
The data-driven nature of our platform opened up new opportunities for the client to innovate and offer new energy products and services. This supported their goal of sustainable growth and assisted their customers on their journey to net zero.
Prior to implementation of the platform, advisors had to navigate multiple systems to resolve customer issues, leading to inefficiencies and a disjointed customer experience. Through the implementation of our platform, Concentrix helped the client drive:
“Our advisors were struggling with outdated systems and complex workflows. Concentrix’s intuitive platform has empowered them to deliver exceptional service with confidence.”
31% reduction in cost to serve
48% improvement in customer acquisition
8% reduction in customer churn
Top 3 customer satisfaction in the market
