Case Study
Warranty provider increases sales with award-winning service
When this national warranty provider signed a large product replacement contract with a major US retailer, it had just 90 days to implement a new contact center solution to support the retailer. The solution and migration had to be seamless with zero impact on the customer service representatives’ (CSR) ability to service existing contracts.
The new CSR desktop would have to accommodate the retailer’s existing customer and contract data sources, as well as original purchase details and replacement product fulfillment. Onboarding had to be easy to repeat for all new clients and the solution had to support unique branding and processing requirements.
The CSRs needed a consistent and familiar user interface to maximize efficiency and expertise while providing a seamless, branded experience for the end customer.
