THE CLIENT
Headquartered in the United States, our client is a retailer with operations across North America.
Its competitors in the industry have been rapidly digitalizing. This retailer’s leadership too felt they needed to embark on an
enterprise-wide automation journey. Specifically, they needed to work on their brand recall by improving quality of customer services.
BUSINESS CHALLENGES
As part of transformation, the management focused on their contact center, where 100+ agents take customer calls to address their queries, requests, and issues arising from process changes.
The agents accessed multiple systems to take action, or even to gather information. High call volumes often made this error-prone. The time consumed collecting information from disparate data sources led to high customer wait times, exacerbating their dissatisfaction.
The client’s transformation strategy planned to
- Eliminate redundant manual effort and costs
- Reduce errors, and
- Improve overall customer satisfaction.
They were also intent on realizing quick-win results from their planned automation investments.
RECODE’S SOLUTION
The Recode team designed and implemented a 360-degree automation solution, leveraging an RPA (robotic process automation) platform, to engineer service quality transformation.
But to trigger process momentum, multiple systems had to be integrated targeting easy data collection and availability. To provide customers responses in real time and take actions, agents had to be empowered with all information during a call.
Therefore, Recode’s solution approach was to dovetail both automation and integration elements into a seamless solution.
We integrated multiple client systems for real-time data collection (“input”). We designed a highly-functional dashboard providing complete and fully up-to-date customer information to agents and floor managers (“output”).
Our integration also made available additional resources, like catalogs, process updates and call logs, that staff can use to close transactions successfully. Automated bots implemented at the backend perform the services.
BUSINESS OUTCOMES
Our client realized significant success in transforming its contact center operations:
All customer calls are managed on the contact center automation platform that we implemented: >80,000 requests
Errors saved through automation reduced costs by $650,000 annually.
Call wait times have been reduced by ~50%, which has driven up CSAT scores. Cutting down wait time is also saving 36,000 person-hours annually.
A headcount of 20 at the contact center was reassigned/reduced, equivalent to $1 million in savings.
All agents were quickly onboarded to the automated platform. In fact, we have succeeded in reducing the time to onboard new agents by 90%.
MORE RECODE SERVICES
AI-Led Automation
With Industry 4.0 optimize operations and scale/speed up processing. Identify automation opportunities and infuse IT with intelligence and learning-driven solutions.
Data & Analytics
High-performance data engineering that helps you rapidly unlock value across systems. Drive both operations and business strategy with dynamic, reliable, scalable analytics.
Integration Services
Open up internal and external digital services with APIs. Interconnect seamlessly across partners and business units. Leverage our data engineering strengths!
Digital Commerce Solutions
Multi-channel customers and fast-changing demands. Adapt and scale in near real-time to predict, attract, engage, transact and service them with our solutions and expertise.
Quality Assurance Services
Go to market with confidence. Fail-fast QA services at every stage to support your growing business with efficient and stable products and services.
Computer Vision & Edge Computing
Leverage visual data, optimize your network, IOT network investments, digitize and automate operations. Empower managers with decision support. Leapfrog competition with our KamerAI platform.
DevOps
Let us manage and secure your IT deployments. We identify automation and optimization opportunities to save costs, help you scale, or increase speed-to-market.
RECODE SOLUTIONS AS YOUR IT PARTNER
We bring a Software-First approach to your objectives for achieving specific business results. You remain focused on business success, while we’re solutioning your digital transformation journey. Let’s show you how we’re helping clients succeed.
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RECODE SOLUTIONS
India
2nd Floor, Magnum Block,
Phase 2, Chennai One IT SEZ,
Pallavaram – Thoraipakkam 200ft Road, Thoraipakkam, Chennai 600097
Ph: 044 6610 7300
USA
2500 Wilcrest Dr #300,
Houston, TX 77042
Email: info@recodesolutions.com
Australia
RECODE SOLUTIONS PTY LIMITED
Level 14, 440 Collins Street,
Melbourne Vic. 3000
ABN 88 645 507 802
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