Our Partner
Our partner is a global technology conglomerate renowned for its innovation and market leadership in consumer electronics, semiconductors, and telecommunications.
With a rich history of groundbreaking products and cutting-edge technologies, they have consistently pushed the boundaries of what is possible in the world of digital technology.
Its diverse portfolio spans from smartphones and televisions to memory chips and advanced display panels, making it a major player in shaping the future of connected living and digital experiences.
Our Opportunity
Our partner needed support in enhancing the efficiency and accuracy of their service booking process. They faced a material financial burden due to erroneously booked service appointments.
We were engaged to investigate the underlying issues and implement process optimization strategies.
By conducting a comprehensive process analysis, we identified the root causes behind the high rate of incorrect bookings.
We aimed to streamline the service booking workflow, reduce operational costs, and improve customer satisfaction.
The Solution
Precision in Process.
Effective Implementation and Integration.
End-to-end mapping of
the Service Booking Process
Contact Center and
Service Center Implementation
The Methodology
Two key actions taken to deliver efficiency and cost optimization.
Business
Process Mapping
Discovered a notable deficiency in uniform knowledge among both the client organization's internal teams and external contact center partners.
To address this issue, we initiated the project by mapping out the current process, pinpointing areas of concern and discrepancies, and quantifying the financial repercussions stemming from these disparities on our client.
Knowledge
Standardization
We proceeded to develop new processes to improve the service booking procedure.
We ensured complete alignment among all stakeholders and partners and to achieve this, we organized a regional campaign.
We introduced the newly developed processes not only within all contact centers, but in our client's service centers as well.
The Results
3% Error Rate
Reduced error rate, exceeding
the organization's 7% threshold
~$200k
Monthly cost savings achieved
as a result of error reduction