Proudly serving over 5 million people with an impeccable retention rate year over year, customer service has been integral to the client’s more than 160-year success. It’s no secret that people now expect the enhanced experiences that technology is able to deliver. To continue meeting client expectations and delivering an experience that maintains their loyalty, the client initiated a strategic pivot to be “digital-first.”

Our client understood the importance of ensuring a seamless human experience for its customers remained throughout the transition to this digital-first approach. To uncover opportunity for enhancements, it performed a robust assessment of its omnichannel interactions ecosystem. The client found that, by utilizing automation in its customer service desk ticket resolution processes, it could not only enhance operational efficiency but also significantly drive long-term bottom-line savings.

Omnichannel interactions currently were conducted through phone, chat and email, which required support agents to manually summarize and note essential information. This often resulted in critical data loss and incomplete summarizations of the issue, leading to extended resolution times.

To avoid such experiences that decreased customer satisfaction — while enhancing productivity and reducing operating expenses for the service desk — implementing automation was a necessity.