Our Client is a global chemicals and energy company in the Oil and Gas Industry. They source, produce, and market a range of high-quality products in 23 countries worldwide. In 2020, they faced challenges like they had not seen before in their 70 year history.
In order to address these challenges they revised their strategy and operating model to a more simplified and streamlined one. With their focus where they believed there were good growth prospects, lower risk, evolving consumer needs and megatrends.
Our Client was experiencing both Customer and Contact Centre challenges that needed to be resolved. The Customer Challenges included:
In addition to these customer challenges there were also the following Contact Centre Challenges that needed to be addressed:
This solution addressed both the customer and organisation challenges the company faced. The key benefits this solution provided to our client’s customers were as follows:
The client value delivered with the digital automation of the order capture process has resulted in both happy customers and call centre agents. There are no longer dropped calls. The customer experience is enhanced by being able to place orders at any time, across any channel, including email, voice and instant messaging. All with minimal to no wait time.
The value gains and cost savings for our client, was the visibility and auditing of all client orders placed which previous could be neither monitored nor managed. Secondly, order capture inaccuracies were eliminated, removing all rework and recapturing. Finally the RPA Bot now handled the mundane tasks, freeing the humans up to do more complex and value add activities.
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