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Situation |
A major
PC manufacturer must manage customer relationships using email
to drive high satisfaction levels at the lowest possible costs. |
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Situation |
Collaboration
with the client’s process leaders, Brigade’s team
transitions rules-based processes and provides the process and
technology expertise to seamlessly connect with client systems |
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Scope |
Working closely with
the client, Brigade's team takes on the responsibility for-web
enabled customer support and data analytics for entire product
lines. |
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Scope |
Collaboration with
the client’s process leaders, Brigade’s team transitions
rules-based processes and provides the process and technology
expertise to seamlessly connect with client systems |
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Quality |
Less
than one-hour response time for all emails and record level
of issue and resolution customer satisfaction scores. |
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Quality |
The client typically
experienced a 6-month training period of new employees to achieve
90% accuracy. Brigade’s performance has reduced the training
cycle time to 3 weeks and increased accuracy to 98.5%. |
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Client Benefits |
Customer
satisfaction ratings comparable to voice at fraction of the
cost, greater insight into their customer's preferences and
attitudes. Our support to this client was recently ranked as
the #1 among PC manufactures by C|NET's secret shoppers survey |
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Client Benefits |
Higher productivity, higher quality,
at 60% lower costs. |
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