The challenge
Customer complaints were resolved through paper-based workflows. The call center was overwhelmed and self-service penetration was below 6%.
Our approach
We redesigned the customer journey across digital and assisted channels, replatformed the customer portal, automated 14 high-volume processes and deployed a conversational AI assistant.
The outcome
Self-service penetration rose to 41%, average complaint resolution improved 64%, and call-center load dropped by 31%.