A Jindalx Case Study

    Omni Channel
    Contact Center Transformation helps to reduce Problem Resolution time by 28% and Cut Costs by 16%


    FAANG companies deliver an unparalleled customer experience, thus spoiling the customer for choices. They have set customer experience benchmarks high up. They have used it to create differentiating products in the market. Customers demand a similar experience everywhere. These experience levels are now turning to hygiene factors. Companies need to start incorporating these higher-level experiences while serving customers. You risk losing your customers to competitors if you don’t do it since the pie is limited. Let us look at how our client, an air conditioner manufacturing company, embarked on contact center transformation.

    Problem statement of the client

    A global air conditioner manufacturing company was looking for contact center transformation to service its pan India customer base.

    • The objective was to deliver a better and faster resolution to its customers while optimizing costs.>
    • The client also wanted to encourage the use of self-service by the customers.
    • In addition, they were looking to improve the productivity of their agents.

    JindalX solution key highlights

    JindalX stepped in to help the client with its contact center transformation. JindalX implemented an omni-channel solution platform. IVR and CRM were provisioned and updated to offer personalized and right-fit information. This resulted in faster resolution of customer issues across communication channels. Rules were configured in the customer experience platform to navigate to the Next Best Actions. Business intelligence dashboards were set up to provide a 360-degree view. Customized services were rolled out for the customers of the premium product lines.

    Key results achieved by the client using JindalX solution

    • Platform costs were reduced by 15%, with projected savings to the tune of $20 million by 2023.
    • About 28% reduction in average time to resolve an issue, achieved in six months.
    • Agent query handling capacity increased by 12% with the JindalX solution.

    Irrespective of the industry, a good customer experience is not a choice but a necessity. It could help you create a differentiator in the market. But delivering such experiences need not be expensive. You can achieve a great customer experience while optimizing the costs. Contact center transformation is the way to go forward. We can help you deliver an unparalleled customer experience with our Omni channel solution. We can help you achieve time-bound tangible benefits and ROI, along with numerous intangible benefits. Read the case study to find out more details on the contact center transformation. Get in touch with us for a free demo of our solution.

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