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| "The goal as a company is to have customer service that is not just the best, but legendary." |
| -SAM WALTON |
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| DataInfoCom |
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| Headquarters: |
2820 Fourteenth Avenue
Suite 200
Markham, Ontario L3R 0S9
Canada |
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| News & Events |
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| Customer Support and Field Service, Successes |
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| DataInfoCom has helped improve Customer Experience and Operational Effectiveness for the Global Customer Support and the Global Field Service organizations of a Fortune 50 corporation. |
| Business Challenges |
| Our customer, a Fortune 50 company, uses extensive networks of contact centers and field service centers – a mix of captive and outsourced sites to support its different customer types such as consumers, large corporations, small & medium businesses, government institutions, etc. The company looks at multiple key performance indicators (“KPI”) in the areas of Customer Satisfaction, Problem Resolution, Customer Loyalty, Agent/Technician Productivity, Cost, etc. to ensure these two core business processes are performing well. Today, the company manages almost all of these KPIs, for both processes, by looking backward, in a reactive approach after the KPIs have already behaved in certain ways. As a result, the company was suffering from customer dissatisfaction, poor customer loyalty, cost overrun, etc. |
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| DataInfoCom Solutions & Associated Benefits |
Improved Customer Experience (CE)
- Predicted, accurately, Satisfaction, Resolution and Loyalty metrics
- Identified, quantified and ranked the responsible factors for each metric
- Optimized each CE metric, within existing operational constraints
- Created simulation tools to understand each CE metric
Saved Money
- Optimized Dispatch Metrics with respect to Satisfaction
- Optimized Handle Time with respect to Resolution & Satisfaction
- Optimized Queue Time with respect to Satisfaction
- Optimized Onsite Service Time with respect to Satisfaction
Increased Productivity
- Predicted, accurately, the Productivity metrics to improve visibility
- Identified, Quantified and ranked the responsible factors for each metric
- Created Simulation Tools to help understand Producivity
- Explained interrelationships among different CE and Productivity Metrics
Mearsured CE Accurately
- Evaluated Email Surveys and Post-Call IVR Surveys
- Identified bias, design, and other issues with each method
- Suggested specific ways to improve both Surveys
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