Publicly owned regional Toll Company - Customer Service
Key Success ReasonWisdom & foresight in planning, designing & executing scalable architecture to cater huge volume of requests with each request connecting to multiple systems.
Impact & Solution
- Resolution of 2000 customer queries, feedback or problems every month each month coming from different channels (website, emails, phone calls, self-service) to the customer service team.
- Integration with all central systems to extract information needed for case resolution.
- Auto Replies, auto solution recommendation based on customer query, freeing customer representatives for high valued and complex interactions are just some of the solution components.