Customer Stories

END TO END CUSTOMER EXPERIENCE

One of Australia’s telecommunications carriers offering fixed line, broadband, pre and post-paid mobile voice and data products along with cable and satellite television

THE CLIENT’S NEED

The Carrier required better insights to:

  • Monitor Customer Experience
  • Understand customer’s viewpoint from an end-to-end experience
  • Map end-to-end customer experience from first customer contact “through” to service fulfillment and first bill
  • Identify key experience metrics through the end-to-end process
  • Enable continuous improvements

THE CR-X SOLUTION

CR-X was configured to collect feeds from every customer touch point, On-line, SMS, Chat, Contact Centre and Shop (Point-of-Sale).

CR-X also connected to customer billing history, and activities in the orders, provisioning and activation systems.

CR-X “stitched” together every element of every interaction as experienced by the customer in time sequence.

Enquiries commenced on the Website and followed up in either the Contact Centre or a Store could be correlated.

When transactions started to flow through either the billing or orders systems, these events could be appended to the interaction records and present a complete end-to-end view of the transaction or episode.

These complete interactions or episodes could then be grouped, either by service type, customer segmentation or channel.  The data could then be viewed in summary format or in drill-down mode for root cause analysis of individual customer experiences.

The summarizations were displayed in dashboards with thresholds, SLA and KPI scores.  This helped to visualize ongoing performance and highlight operational glitches and processes due for improvement.

July 17, 2018

Large Telcom

END TO END CUSTOMER EXPERIENCE One of Australia’s telecommunications carriers offering fixed line, broadband, pre and post-paid mobile voice and data products along with cable and satellite television THE CLIENT’S NEED The Carrier required better insights to: Monitor Customer Experience Understand customer’s viewpoint from an end-to-end experience Map end-to-end customer experience from first customer contact “through” to service fulfillment and first bill Identify key experience metrics through the end-to-end process Enable continuous improvements THE CR-X SOLUTION CR-X was configured to collect feeds from every customer touch point, On-line, SMS, Chat, Contact Centre and Shop (Point-of-Sale). CR-X also connected to customer […]
July 17, 2018

Media and Communications

FRAUD DETECTION A tier 1 Communications and Media enterprise with extensive broadband, mobile, and video offerings. THE CLIENT’S NEED The Utility required analytics on: The company needed to adapt a platform that was originally developed for fraud detection in the financial services industries to process and detect rated transactions fraud. Existing ETL solutions already operational within the carrier were examined and found to be wanting in both functionality and performance. A particularly onerous requirement was to enhance each transaction with up to date originating party account details – obtained from a maintained customer reference table containing tens of millions of […]
July 17, 2018

Energy Retailer

CONTACT CENTRE AGENT QUALITY MANAGEMENT Texas based Energy Utility offering discount Gas and Electricity THE CLIENT’S NEED The Utility required analytics on: Agent behavior during interactions Interactions between the IVR providing self-selection and the transfer to appropriate queues The nature of hand-offs or transfers between agents Identify key experience metrics through the end-to-end process Enable continuous improvements Monitor the activities of the remote Business Process Outsourcer (BPO) THE CR-X SOLUTION CR-X was configured to collect feeds from all IVR and CTI platforms -both at the business process outsourcer and the companies own Centre. CR-X collected all relevant data about the […]
July 17, 2018

International Daily Newspaper

CUSTOMER SATISFACTION MONITORING The largest newspaper in the Unites States, published in broadsheet and online versions THE CLIENT’S NEED The Publisher needed improvements in: Overall Customer Satisfaction Monitoring the voice of the customer Understand customer’s viewpoint from an end-to-end experience Monitor customer feedback during the transition from print to online Register customer experience in changes to the online rollout THE CR-X SOLUTION CR-X collected feeds from every customer survey touch point. This included Net Promoter Scores, online CSAT, email surveys and Contact Center agent notes. CR-X corelated each of these survey metrics by customer and individual customer experience. Voice recordings […]