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.
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.
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.
