Revamping CX and Post-Sales to Enhance Customer Interaction

A 90-year leading manufacturer, specializing in residential and commercial water heaters, boilers, heating, ventilation and a/c equipment, sought a partner to enhance their CX. An Atento client since 2015.

Goals

To manage inbound and email customer experience efficiently.
To provide reliable post-sales and technical support, including scheduling specialist technician visits.
To introduce new service channels to enhance customer interaction.

Goals

To manage inbound and email customer experience efficiently.
To provide reliable post-sales and technical support, including scheduling specialist technician visits.
To introduce new service channels to enhance customer interaction.

Strategy

Process Consulting: Identified operational and customer experience improvement opportunities through detailed process consulting.
Enhanced Communication Channels: Explored and initiated new service channels, such as WhatsApp, to provide more responsive customer support.
Dedicated Support Team: Established a dedicated team to manage inbound calls, mail, and post-sales technical support, ensuring prompt and effective service.

Strategy

Process Consulting: Identified operational and customer experience improvement opportunities through detailed process consulting.
Enhanced Communication Channels: Explored and initiated new service channels, such as WhatsApp, to provide more responsive customer support.
Dedicated Support Team: Established a dedicated team to manage inbound calls, mail, and post-sales technical support, ensuring prompt and effective service.

Highlights

Process Optimization: Streamlined operations through in-depth process consulting, leading to more efficient service delivery.
New Communication Channels: Successfully integrated WhatsApp as a new service channel, improving accessibility and response times.
Expert Support Team: Deployed a specialized team to handle complex customer queries and technical issues, enhancing overall service quality.

Highlights

Process Optimization: Streamlined operations through in-depth process consulting, leading to more efficient service delivery.
New Communication Channels: Successfully integrated WhatsApp as a new service channel, improving accessibility and response times.
Expert Support Team: Deployed a specialized team to handle complex customer queries and technical issues, enhancing overall service quality.

Results

Inbound calls management: an increase of 15% over three months.
Increment in outbound calls: 30% more in a quarter.
Average Handling time (TMO): improved efficiency with an average of 404 seconds and a 25% reduction in 3 months.
Operational Efficiency: Streamlined the scheduling of specialist technicians.
Enhanced customer interaction: through the integration of new communication channels.

Results

Inbound calls management: an increase of 15% over three months.
Increment in outbound calls: 30% more in a quarter.
Average Handling time (TMO): improved efficiency with an average of 404 seconds and a 25% reduction in 3 months.
Operational Efficiency: Streamlined the scheduling of specialist technicians.
Enhanced customer interaction: through the integration of new communication channels.

Better CX for a Major Home Improvement Retailer

Service Automation

AI/Cognitive BOT and Omnichannel for Urban Mobility

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Revamping CX and Post-Sales to Enhance Customer Interaction

Goals

Goals

Strategy

Strategy

Highlights

Highlights

Results

Results

Cases

Better CX for a Major Home Improvement Retailer

Service Automation

AI/Cognitive BOT and Omnichannel for Urban Mobility