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.