The company wanted to facilitate access to the service for its customers, provide targeted attention, and gain efficiency.
ON Solutions conducted an initial situation assessment and developed a roadmap of the actions to be taken. Its implementation included automating or facilitating order-taking, with a more powerful IVR and the expansion of chat and WhatsApp channels, creating differentiated customer service groups, consolidating public telephones, moving case management from email to CRM, designing a dashboard, and properly training managers and agents.
The initiatives implemented have improved access times and provided simpler support for low-value transactions and differentiated support for premium customers, with a motivated team. Improved case organization and dashboarding for increased control.
ON Solutions provides you with the support to overcome operational challenges. Contact us and find out how we can help you achieve your goals and improve your customer experience.
