Scale at Speed™
Overview
As the demand for improved customer experiences grows across industries, companies face the challenge of enhancing service quality while managing costs. Tech Mahindra partnered with a large UK utility company to transform its customer service operations using technology and a managed services model. The primary goals were to increase customer satisfaction (CSAT) and reduce operational expenses.More
As the demand for improved customer experiences grows across industries, companies face the challenge of enhancing service quality while managing costs. Tech Mahindra partnered with a large UK utility company to transform its customer service operations using technology and a managed services model. The primary goals were to increase customer satisfaction (CSAT) and reduce operational expenses. By introducing conversational AI, Tech Mahindra transitioned the client’s service interactions to digital channels, significantly improving operational efficiency. This case study showcases how Tech Mahindra helped the client tackle these challenges effectively.
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Client Background and Challenges
The client is a leading utility company in the United Kingdom, supplying essential services to a large customer base. With over 300 full-time employees in digital support, they process more than a million messaging interactions a year.
- Sustaining high levels of customer satisfaction (CSAT) as & when the number of customer interactions soar.
- Decreasing cases of repeat customer interactions and slow improvement in first contact resolutions.
- Interacting across multiple platforms including WhatsApp, Web, Facebook, Instagram, & Twitter.
- Migrating to a digital customer support platform from a traditional call center type of business.
Our Approach and Solution
Business and Community Impact
- Achieved a 5 to7 point increase in CSAT within the first 12 months of the project's implementation.
- Repeat transactions reduced (RCR 1-day) by 5 points, illustrating first contact resolution.
- Achieved total operational expense (OPEX) savings of over $550,000 per year through AI-driven improvements and efficiencies.
- Handled 1 million messaging interactions annually, significantly reducing reliance on phone support.