Casestudies | Teleshopping | 01.06.15
The Client processes did not allow them to quantify the loss of revenue from customers facing problems while transacting and deciding to move to other online portals . The Client did not have the resources to connect with such customers to find out if they had received a resolution , if they were able to transact again and if their experience was better the 2nd time around.
The Client needed a solutions which would help them in the following :-
- Understand the no of unique customers facing this problem.
- Reach out to these customers and provide a resolution.
- Document the problem type .
- Upgrade Technology to reduce such problem.
- Plug Revenue Loss.
- Enhance Customer Experience .
1Point1 implemented the following :-
- Created codes to collate such customer inventory real time.
- Integrated the tables with CRM.
- Implemented FIFO to reach out to this customer segment.
- Created Knowledge base for capturing VOC and for providing analytics.
- With Implementation of the above 1Point1 was able to deliver benefits to the Client.
• TAT achieved of 30 seconds.
• 90% contactibility on this customer segment.
• 60% of the customers were won back.
• Almost 100% Customer transactional issues were captured and shared with the client.
• Added Revenue upwards of 50 Crores per annum.
• Contributed to enhancing overall customer satisfaction by 5 basis points.
Key Highlights of how 1Point1 creates value for its customers in the Online Travel Portal segment :
• Manages 7 Million annual transactions with a combined value in excess of INR 550 Cr
• Delivering over 30% increase in customer win backs.
• Delivering over 25% + cost savings with continuous process improvements and service levels.
• Support Transactions in more than 9 regional languages.
• Extensive experience in collaborating with Client Systems and integrating technologies.
• In house software team provides in depth software expertise required to manage CRM and dialer integrations in quick TAT.
• Highly qualified and experienced team provides Travel Domain focus and expertise.
• Strategic partnerships across the domain help us provide quantifiable benefits to clients.
• Proprietary Tools help cull data for analytics and sustained process improvements.