Insights / Case Study
In a UK-based retail chain, customer emails were processed within Salesforce. However, the knowledge base was not integrated with Salesforce and was instead stored in PDF and word formats on the client’s Google Drive. This led to:
These inefficiencies increased handling time and impacted overall productivity.
Concentrix introduced iX Hello™ powered solution. By leveraging advanced automation and intelligent data processing, it seamlessly integrated the client’s knowledge base and quality framework to deliver accurate, on-brand responses in real time. This solution eliminated manual effort, accelerated turnaround, and ensured consistent quality across every interaction.
This streamlined email response processes and reduced manual effort significantly.
29% Reduction in Average Handling Time (AHT)
$260K Annual Client Savings
~90% Adoption Rate
