During the Covid-19 pandemic, our client, a travel business specializing in Covid-19 testing services, faced a surge in demand for test kits. However, this rapid growth also led to an increase in customer complaints due to service failures and inefficiencies. Our mission was to address outstanding complaints and improve operational efficiency.
Our Approach
- We swiftly assembled a team of experienced consultants to assess the situation
- Our consultants identified pain points related to test kit fulfilment and user experience during the ordering and payment processes.
- Working with the in house IT team, we launched a new case management platform to systemise customer query handling, deflect contacts to self service and automate basic query handling
- A treatment policy for order backlogs was devised to efficiently handle complaints and enable efficient prioritisation
- To support the inhouse team, an outsourced team was rapidly upskillled and deployed to increase capacity
Results
- Our collaborative efforts transformed the travel business’s service recovery and operational model.
- We improved customer satisfaction through reduced response time and efficient handling.
- Operational efficiency was enhanced by diverting routine queries to self-service options and accommodating increased demand
