Case Study

Winning Business with Improved Operations and Rapid On-boarding

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Deliver Exceptional Service & Easily On-Board New Clients

When this national warranty provider signed a large product replacement contract with a major US retailer it had a short window to achieve operational readiness. In fact, the company had just 90 days to implement a new, flexible contact center solution to support the contract. Importantly, the solution and migration had to be seamless, and have zero impact on the customer service representatives’ (CSR) ability to service existing contracts.

Business Goals:

  • Increase sales
  • Make it easy to do business with the company
  • Lower overall costs of service
  • Improve operational efficiency

Results:

  • 3x faster development with Pega, compared to Oracle
  • On-boards large new client in just 70 days vs. 6 months
  • 2012 industry award winner for best use of technology in customer service
  • Significantly improved time to resolution

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