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PROCESS RE-ENGINEERING TO COMMUNICATE EFFECTIVELY WITH
CUSTOMERS
C A S E S T U D Y
CUSTOMER PROFILE
The company is a large �nancial services provider in Kenya that has over 30 branches. It serves approximately 50,000 clients and targets the middle class and growing SME sector, focusing on providing exceptional customer service and delivering specialized products.
BUSINESS SITUATION
The company contact center had been underperforming in terms of o�ering quality customer service and experience and despite internal e�orts to adjust the situation.The company having invested heavily in the right technology, environment and employee engagement required expert advice on handling the challenge.
The company approached Techno Brain to identify process gaps and suggest mitigation plans or a work around. Techno Brain was also tasked with highlight best practices across the organization against market standards, providing feedback on working methodology and improvisation to improve the process and enhance customer relationship.
SOLUTION
Techno Brain provided consultancy with the detail report along with all the �ndings in the current operational process for the company’s Contact Center. The project team spent quality time with all contact center stake holders, understanding each process which involves customer interactions and was able to identify process gaps and suggested a mitigations plan or a work around. The team highlighting best practices across the organization, providing feedback of working methodology and improvisation to improve the process and enhance the customer relationship.
BENEFITS:
• Relationship enhancement through e�ective communication.• Increased overall performance on introduction of SLA’s & KPI’s • Introduction of MIS improved reporting structure with clear analysis on the call patterns and reporting mechanism • Improvement of time management, organizational skills within the contact center• Improvement of level 1 support o�ered to the center both on operations and technical front.
PROCESS RE-ENGINEERING TO COMMUNICATE EFFECTIVELY WITH CUSTOMER
C A S E S T U D Y
CustomerThe company is a large �nancial services provider in Kenya and serves approximately 50,000 clients
IndustryPrivate (Telecommunications)
Business SituationContact center had been underperforming in terms of o�ering the best customer service and experience despite investment in the area.
SolutionIdentify process gaps and suggest mitigation plans or a work around.
Bene�ts • Increased overall performance due to introduction of SLA’s & KPI’s • Introduction of MIS improved reporting structure with clear analysis on the call patterns and reporting mechanism • Improvement of level 1 support o�ered to the center both on operations and technical front
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