Labor cost savings of $250,000 annually
Average handling time (AHT) reduced by 25 seconds
Net promoter score (NPS) increased by +14 in six months
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 realize economies of scale, improve customer experience, establish a single source of truth for data and minimize 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 standardizing 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.
