Case Study
Transforming Customer Engagement Through Digital Innovation
Client Case Study
A leading technology company with global operations needed to revitalize their customer engagement strategy to combat increasing churn and declining satisfaction scores.
The Challenge
- •Fragmented Customer Experience: Customers were navigating multiple disconnected platforms for different services.
- •Low Digital Adoption: Only 34% of customers were regularly using digital self-service tools.
- •Increasing Support Costs: Customer support costs were rising at 15% annually due to inefficient processes.
Our Solution
Phase 1: Customer Journey Mapping
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Mapped end-to-end customer journeys across all touchpoints and identified key pain points.
- •
Conducted usability testing with diverse customer segments to understand barriers to digital adoption.
- •
Benchmarked digital experience against industry leaders and identified opportunity areas.
Phase 2: Digital Experience Transformation
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Developed unified customer portal with single sign-on across all services.
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Implemented AI-powered chatbot for tier-1 support issues with 85% resolution rate.
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Created personalized in-app guidance based on customer behavior and preferences.
Phase 3: Operational Excellence
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Streamlined internal processes to reduce customer wait times by 60%.
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Implemented predictive analytics to identify at-risk customers before churn.
- •
Created closed-loop feedback system to continuously improve digital experience.
The Results
45%
Engagement Increase
Increased digital platform engagement by 45% across all customer segments
28%
Cost Reduction
Reduced customer support costs by 28% through increased self-service adoption
18pt
NPS Improvement
Improved Net Promoter Score by 18 points from 32 to 50
22%
Churn Reduction
Decreased customer churn by 22% through improved experience and proactive intervention