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CONSUMER GOODS

Improving Customer Engagement Through Interaction Analytics and Predictive Insights


The Challenge

A leading international quick-service chain decided to revamp and redesign its IT services to reverse the surge in franchisee and consumer dissatisfaction. Plummeting help desk quality scores and slow resolution of customer issues were negatively affecting the company, as was the existing external IT services provider, which was deemed the primary reason for franchisee dissatisfaction. The organization approached Cognizant's CPG technology experts for help to simplify its operations, ensure faster delivery of support services and improve IT support for franchisees.


Our Approach

As a first step, we studied the client’s operating environment, reviewing its needs for internet data, voice, business continuity planning and other technology requirements. Collaborating with information architects helped us understand what issues drove most requests for assistance. We then developed a plan for each required technology to ensure support services were transitioned smoothly and were scalable.

We performed root cause analysis on the organization’s lines of business, generated insights on how to prioritize recurring issues and reduce average handle time (AHT), and implemented metrics to measure improved staff performance. 

Customizing the open-source Radiant platform enhanced the pending migration from the Oracle Simphony platform. We also customized training modules to help produce meaningful analytics from customer interactions. 

Interaction Analytics and Predictive Insights Enhance IT Services

The new solution provides IT support from a single center using digital automation and analytics, reducing escalations on priority-one cases by 90% and reducing call AHT by 40%. Using our solution, the organization can implement enhanced interactive voice recognition algorithms to prioritize issues. It uses call redirection to reduce annual call volume. By digitizing the quality function and the quality assurance team, the organization is able to emphasize targeted coaching.

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90% reduction

in priority case escalations

66% reduction

in help desk critical issue escalations

40% reduction

in AHT for service calls

From 20 hours to 4 hours

reduction in average time spent resolving issues


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