Strategic Improvement in Multinational Appliance Operations
A trailblazer producing major appliances and consumer electronics set out to redefine customer service by integrating back-office operations with front-end channels to enhance satisfaction and loyalty.
Goals
Stabilize and improve KPIs.
Continually propose and implement improvements.
Enhance transparency and performance across all operations, identifying key areas.
Ensure detailed and accurate reporting.
Provide a 360° customer experience.
Strategy
Adjust and incorporate advanced personal management systems.
Restructure the team to ensure maximum efficiency and profitability.
Use cutting-edge tools to improve communication and operation tracking, including E-mail, Knox from Samsung, WhatsApp, Teams, and Sprinklr Avaya/Verint.
Set clear goals and action plans for KPIs below targets.
Ensure efficient vacancy coverage and timely resolution of pending tasks.
Highlights
Implementation of internal systems for precise monitoring and continuous improvement (Impact Verint, Logger, DPA, CMS, Teams, Office Pack).
Specialized training for Supervisors and Process Leaders in Leadership, intermediate management, APM.
Regular evaluations with Verint aligned with the QA team to adopt best practices and boost indicators.
Results
Reduction in cancellations to 83.8%.
Customer Service Index (SAW) achieved at 95.02%.
100% call verification (Check Call).
Customer Service Resolution Metric (CSRM) at 72.4%.
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