Turning a Customer Service Center into a Profit Center for a Leading E-commerce Giant
CASE STUDIES
Learn how IGT Solutions (IGT) partnered with a leading US e-commerce company to address their C-SAT challenges, underperforming sales, and high operational costs by optimizing customer services. Through root-cause analysis, geographical optimization, and a comprehensive approach, IGT successfully transformed its customer service center into a profit center.
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About the Client
The client is a leading US e-commerce company with nine brands under its flagship. The client has a growing customer base that expects elevated experience and optimized customer journeys.Business Challenges
Faced with challenges such as a less-than-desired CSAT score, underperforming cross-selling/up-selling, and escalating operational costs, the client sought a strategic alliance to shift the narrative from a cost center to a profit center.
- Low CSAT Score - The client's CSAT score reflected low customer satisfaction levels, highlighting a need for strategic interventions to enhance the overall customer experience.
- Poor Cross-Selling/Up-Selling - Recognizing the untapped potential in inbound customer contacts, the client aimed to improve cross-selling and up-selling strategies.
- Escalating Operational Costs - Escalating operational costs impacted the company's profitability, prompting a reassessment of existing processes to streamline operations and achieve cost savings.
Business Solution
IGT implemented a holistic approach to transform customer service operations, optimizing cross-selling efforts, enhancing C-SAT scores, and reducing operational costs. After a thorough root-cause analysis of customer interactions using advanced analytics, IGT's team identified friction points hindering higher customer satisfaction scores.
- Location Optimization – After careful analysis, operations were relocated to a more affordable location (Philippines), achieving cost efficiencies without compromising service quality.
- Comprehensive Approach - IGT provided a comprehensive approach that included optimized training programs, process automation, and the implementation of a continuous improvement methodology.
- Customer Support – Empowered customer service agents with the skills and tools to enhance customer interactions and drive efficiency.
Benefits
Within six months of implementing the transformational strategies, IGT Solutions delivered remarkable business outcomes:
0%
Average C-SAT score with enhanced service quality
0%
Reduced customer transfer rates with the implementation of agent enablement strategies
0%
Inbound sales experienced a significant uptick compared to the in-house team.
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