Client profile
The client is a leader in providing navigation and electronic marine instruments to the commercial and recreational maritime sectors.
Client challenge
The client was providing support to their customers without any standard support framework in place. As a result, their support operations became staggered, resulting in uneven, huge case inflow and case backlogs. They used a basic CRM application without integrations or analytics support, resulting in little or no customer experience. Without monitoring feedback or insights, the client found it very challenging to make changes within their support scope. They wanted to modernize support operations and looked for a suitable vendor to advise them and implement a solution.
Movate solution
Movate analyzed the client needs and came up with a recommendations framework that revolved around the following tenets:
- Support Service Framework
- Voice Performance
- Email Performance
- Standardization and Global Delivery
- Digitally powered Support
Support service framework
- Created a comprehensive support environment after studying the client’s call volume trends and recommended the best support window with proper SOPs and governance.
- Adjusted hours of support to ensure maximum scope and explored options with the client to open support windows on weekends to cater to increased volumes based on the call volume data (Full launch was placed on hold with the digital-first initiative in plan)
- Created and implemented an SLA-based workflow with defined metrics that increased efficiencies across processes for both Voice and Email
- Recommended additional suggestions on Microsoft Dynamics as the client’s preferred CRM tool with report generation capabilities.
- Improvement in service levels with the reduction in support volumes (email) after SOPs with faster turnaround and closures with daily and weekly reports
Voice Performance
- The team helped the client make an impact map by studying the client’s Five9 telephony system. Data like FTE’s impact, duration, and overall downtime were collected.
- The team helped the client to onboard Genesys, and a process document with inputs from Five9 was created for the transition
- The below table shows the difference the process gave the client as they are now able to attain and maintain service levels across KPI’s
Email Performance
Movate’s team revamped email management for the client through two enablers:
- Email Dashboard:
The team created an automated dashboard that shows the status of cases, the agent to whom the case is assigned, and case details. All emails are assigned through the CRM. A POC assigns the case to each agent and ensures cases are closed as per SLAs. The team also built customized reports using MS Dynamics to track and measure metrics like Response Rate, Email Types, Active Emails on Queue, Emails waiting on Customers’ response, and Active Emails on the agent’s dashboard.
- Email Management:
A separate email guide was created with the sole intention of accelerating email responses to achieve high customer satisfaction and a 24-hour reply window. The client’s email SOP was also updated to reflect the process changes.
Standardization and global delivery
- Process Standardization
- Implemented SOPs across the client’s footprint with multiskilled agents proficient across the client’s product line, such as LOWRANCE, SIMRAD, B&G, doubling support and increasing efficiencies through process optimizations.
- Training
- Agents are trained on the other products after a month of a single product training (Phased training approach)
- Hiring
- Built a profile (demography) based on the performance trends across tenure groups to determine the right fit for supporting Navico to drive higher speed to proficiency.
- Project Management
- New Geo Launch: the client was able to attain a “B-A-U” mode from zero operation support in a week (APAC)
- The team currently provides support for APAC and AMER regions
- Workforce Planning
- Using call volume forecasting, we established a workforce management plan that helped the client scale up/down and optimize support operations seamlessly
- Implementation of Incident Management for both the Geos.
- Process Optimization
- Created an L1.5 support group operating from Manilla to divert and close L1 calls faster, reducing the need for L2 Support and costs by 8%
- Scope enhancement to reduce the transfer from 15% to 8%
- Restructured and refined their knowledge base with the latest articles. Removed irrelevant articles and integrated the KB with their CRM to fast-track the creation of new articles
Digitally powered support
Provided a demo of Movate Edison Visual Assist – a nifty self-assist tool powered by Augmented Reality, Integrated KB management, and live chat to bring support closer to customers; on their preferred channel and increase customer experience.
Business benefits
- Consistently meeting all KPI metrics quarter on quarter
- Maintaining Email CSAT of 90% and FCR of 100% week on week
- Reduced call transfers by 48% by closing cases at L1.5
- Voice performance SLA consistently met at 97%
About Movate
Movate, formerly Movate, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.