Leveraging Modern Contact Center Cloud Services

A Case Study

The Business Challenge

Our client, a global hospitality company, was operating at reduced revenue per call, decreasing customer experience scores, and had limited flexibility due to their aging premise-based contact center capabilities. They also were behind in basic enablement of digital experiences for their guests, including loyalty functions, and overall self-service capabilities.

The Approach

Infinite Green completed an assessment that included technology, business processes, operational delivery talent, and reporting capabilities.  We identified short and long-term capability enhancements and created a strong, unified 3-year roadmap that supported a transition to the right customer-centric capabilities and culture to deliver and execute the plan operationally.

  • Voice of the (Internal) Customer
  • Delivery, Facilitation
  • Focus Groups
  • Journey Mapping
  • Trend Analysis
  • Employee Survey
  • Service Design
  • Customer Centric Portals
  • FAQ

The Outcome

Infinite Green accelerated the company’s opportunity to recognize increased revenue and loyalty, while saving 20%+ on operating expenses and improving their Customer Experience (CX) scores.

  • The company transitioned from 7 aging hardware platforms to one cloud CCaaS service, globally reducing the annual cost of support by over 70%.
  • Leveraging our flexible omni-channel framework, our team designed segment-based workflows that complimented their modern global customer experience strategy.
  • We helped cast the initial net of self-service capability rates to over 22% in year 1.