Global delivery provider's tech upgrade for enhanced data accuracy

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In this case study discover how a customer remediation model:

Decreased customer complaints by 20%
Reduced case management activity by 70%
Improved average handling times by 22%
Increase net promoter score (NPS) by 53%
Reduced customer transfer rates by 83%
Exceeded sales performance targets by up to 103%.

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THE CLIENT

A global transport company that provides on-demand, same-day and advance-order delivery services by connecting users with delivery drivers via mobile and web apps.

THE CHALLENGE

The client needed to bring consistency to its technology infrastructure to realise economies of scale, improve customer experience, establish a single source of truth for data and minimise disruption to existing operations. The existing startup architecture was no longer sufficient to meet these requirements, necessitating the implementation of a unified technical solution.

THE SOLUTION

Probe CX proposed a highly structured and controlled approach that involved transitioning all operating regions onto Genesys PureCloud 3, Knosys Knowledge Management System (KKMS) and its own 'Voice of the Customer' (VOC) analytics program.

Genesys PureCloud 3 was to improve omnichannel communication, KKMS for standardising processes and the VOC analytics program for improved customer insights by migrating voice channels to web chat.

To address the complexity of the project, which involved engaging existing telephony/chat providers, local carriers and multiple vendors, Probe CX's skilled deployment team devised a global procurement roadmap. They collaborated with key vendors, leveraged internal IT expertise and engaged multiple stakeholders to ensure a smooth transition.