When this national warranty provider signed a large product replacement contract with a major US retailer it had a short window to achieve operational readiness. In fact, the company had just 90 days to implement a new, flexible contact center solution to support the contract. The solution and migration had to be seamless and have zero impact on the customer service representatives’ (CSR) ability to service existing contracts.
While the large, new client was the impetus for the Pega solution, it has now been rolled out to all of the company’s retail clients, across its seven national contact centers. The company is well positioned for future growth, and their ability to bring new clients on-board in less than 3 months is a key differentiator in winning contracts with major, international retailers.
The enhanced case management, process automation and integration with retailers’ systems have significantly decreased time to resolve customer inquiries and therefore improved customer service levels. The company reports high levels of satisfaction across all clients. In March of 2012 a leading industry association recognized the company for “Best Use of Technology in Customer Service.”
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