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About the ClientThe client is a leading US e-commerce company with nine brands under its flagship. The client has a growing customer base that expects elevated experience and optimized customer journeys.
Faced with challenges such as a less-than-desired CSAT score, underperforming cross-selling/up-selling, and escalating operational costs, the client sought a strategic alliance to shift the narrative from a cost center to a profit center.
- Low CSAT Score - The client's CSAT score reflected low customer satisfaction levels, highlighting a need for strategic interventions to enhance the overall customer experience.
- Poor Cross-Selling/Up-Selling - Recognizing the untapped potential in inbound customer contacts, the client aimed to improve cross-selling and up-selling strategies.
- Escalating Operational Costs - Escalating operational costs impacted the company's profitability, prompting a reassessment of existing processes to streamline operations and achieve cost savings.
IGT implemented a holistic approach to transform customer service operations, optimizing cross-selling efforts, enhancing C-SAT scores, and reducing operational costs. After a thorough root-cause analysis of customer interactions using advanced analytics, IGT's team identified friction points hindering higher customer satisfaction scores.
- Location Optimization – After careful analysis, operations were relocated to a more affordable location (Philippines), achieving cost efficiencies without compromising service quality.
- Comprehensive Approach - IGT provided a comprehensive approach that included optimized training programs, process automation, and the implementation of a continuous improvement methodology.
- Customer Support – Empowered customer service agents with the skills and tools to enhance customer interactions and drive efficiency.
BenefitsWithin six months of implementing the transformational strategies, IGT Solutions delivered remarkable business outcomes:
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