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.

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