Client background

Client name: US-based electronics retailer

Industry type: Retail

Key Products & Services: Consumer Electronics and Appliances

Areas of Operation: US, Canada

Challenge

The client was looking for a partner who could proactively drive continuous improvement and ensure delivery excellence with optimized cost structures. The key challenges that needed to be addressed included:

• Knowledge base - No control and insights on comparable data
• Lack of digitization - Issues with existing tools, workflow etc.
• High chargeback rate leading to customer dissatisfaction and financial loss
• Agility to ramp 500+ resource during peak and reduce training time & cost

Solution

• Implemented flex-core model and knowledge management
• Standardized case resolution model to reduce time to resolution
• Dedicated Quality and Six Sigma experts to drive continuous improvement
• Investment in advanced analytics, real-time competitive pricing, fraud and chargeback root-cause analysis

Business impact

• 38% NPS improved over the last 5 years
• 50k cases reduced annually through knowledge management & employee training
• 8% transaction reduction through right first time improvement
• $1.4m savings delivered across Mastercard, Visa, and Amex by reducing chargebacks to <10%
• $1.3m annual savings delivered by driving first-call resolution, lower returns, improved AHT