A leading US Media and Entertainment conglomerate with global footprint
Business Situation
Identify key trends in the issues raised by the customers in a given time-frame
Generate early warning indicators for potential issues that may arise in the future
Understand the root cause for complaints and reduce operational costs
SGA Approach
SGA’s consulting & analytics team partnered with customer experience/Service teams to understand current processes to identify the process which can be automated
SGA’s data engineering team worked with the client IT team to define an environment for creating seamless automations of identified processes
SGA’s visualization experts created interactive storyboards highlighting the weekly trend of the issue's basis the agreed KPIs e.g., # open issues, average ticket per person, Average # of tickets/ day, Average time for resolution (closing ticket) etc.
SGA’s data science team analyzed the historical data & patterns to create forecast for potential issues which may be raised by the customers
SGA’s consulting team analyzed value generated by process automation and simplification
Engagement
Design and implement automated story boards to improve customer experience for our clients
Key Takeaway
The storyboard helped clients understand customer behavior better and reduce touchpoints before resolution of query creating a better customer experience
