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Customer Experience Centre for American Mental Health Services Company

A US company providing mental health services

Project
Technologies
9x5 English support to end-users
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SERVICES PROVIDED
Multilingual Customer Experience Centre (CXC)

Challenge

  • Reduce the backlog

  • Manage telephony and portal to meet the SLA targets

  • Improve the service

  • Improve the customer satisfaction and experience

Solution

The project started in January 2023 and lasted only 1 month.

We setup a 3-person Customer Experience Centre supporting the customer 9x5 EST, which was later upgraded to 4-person team.

All resources were highly focused on reducing backlog while picking up incoming incidents to prevent creating of aged incidents.

We worked with the customer on creating new knowledge articles, testing the service, creating reports and automation on the customer end to improve the overall customer experience.

Also, we provided full ownership of a ticket lifecycle from opening to resolution and stabilized the service after the move to the new version of application.

Results

  • Backlog down to almost 0
  • SLAs are over the target
  • We increased the user satisfaction
  • We increased positive feedback from end-users on both Google Play and App Store



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