Case study

A leading US Media and Entertainment conglomerate with global footprint

Business Situation

  • Identify key trends in the issues raised by the customers in a given time-frame
  • Generate early warning indicators for potential issues that may arise in the future
  • Understand the root cause for complaints and reduce operational costs 


SGA Approach

  • SGA’s consulting & analytics team partnered with customer experience/Service teams to understand current processes to identify the process which can be automated
  • SGA’s data engineering team worked with the client IT team to define an environment for creating seamless automations of identified processes
  • SGA’s visualization experts created interactive storyboards highlighting the weekly trend of the issue's basis the agreed KPIs e.g., # open issues, average ticket per person, Average # of tickets/ day, Average time for resolution (closing ticket) etc.
  • SGA’s data science team analyzed the historical data & patterns to create forecast for potential issues which may be raised by the customers
  • SGA’s consulting team analyzed value generated by process automation and simplification

Engagement

  • Design and implement automated story boards to improve customer experience for our client

Key Takeaway

  • The storyboard helped clients understand customer behavior better and reduce touchpoints before resolution of query creating a better customer experience

Value delivered

  • Our customer analytics framework helped client reduce manual analysis saving 7% cost 

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