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Combining technology and behavioral models to address customer complaints
How we helped a $1 Billion, 75+ year old Indian Sanitary Wares company revamp its complaints division
The Company was struggling with its complaint management process. Repeat calls were at 90%, Average Time To Close for customer request/complaint was over 7 days.
Worxpertise re-engineered the complaints & field management processes and SLAs, designed the solution and implemented a real-time field engineer behavioral tracking model which reduced ticket aging down to only 3 days.
Repeat Calls dropped by 65% and the direct cost of service reduced by approximately 17%

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