Case Study

Global, Multi-Channel Service Excellence

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Be the World’s Most Respected Service Brand

This major credit card company is committed to being the world’s most respected service brand. They understand that to do so they must consistently exceed customer expectations. But the service landscape continues to change, as internet access, smartphones, tablets and other communication devices have become ubiquitous. In this on-line, always available world, customers now expect even faster and more responsive service.

Business Goals

  • Be the world’s most respected service brand
  • Provide seamless service across channels including smartphones
  • Consolidate into a single world service organization
  • Improve business agility

Results

  • Highest in customer satisfaction J.D. Power Award
  • Initial solution live in 3.5 months
  • Consolidate servicing desktops for 22 markets into one global solution
  • 250% growth in service cases while lowering costs
  • 51% increase in dispute first call resolution

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