- Consumer goods
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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