Modernize customer care operations

With Applica’s innovative AI

Determining ways to deliver more efficient customer service has been an issue for organizations for decades, due to the high costs involved in processing claims, the unscalability of the human workforce, and logistical complications of multi-channel customer helplines in the hands of real-world users.

But within this past year, customer care modernization has rapidly changed from a “nice to have” to an “absolute necessity” due to massive business disruptions deriving from pandemic-related lockdowns. Even those companies still functioning at full capacity are now planning for new crisis scenarios and are in critical need of a viable backup plan to ensure future business continuity.

Customer care case study

Situation:

A telecommunications company received 400,000 customer requests per month. The customer care staff were spending 60% of their time reading/sorting inbound messages, as there were often duplicate or triplicate claims for the same issue in the system, a consequence of customers not receiving a response fast enough and submitting through multiple channels.

Problem:

The department was operating at full capacity but turnaround time to manage claims was slow and often exceeding the stated time they gave to customers. The company employed 250 full-time staff members, but still wasn’t able to scale appropriately to meet influxes in claims – such as during a service disruption.

Solution:

Applica RTA was deployed to divert 60% of the inbound requests away from the customer care representatives and also set up automated messages to update customers if the response time would be longer than normal. Applica’s unparalleled AI was able to fully automate replies for 35% of the messages, remove the 10% of duplicate messages, and the remaining 55% of messages that required staff member review were partially automated for more rapid processing. E.g.: Applica RTA extracts and classifies the relevant content so that the agent can respond 30% faster to the claim, as they no longer had to read through the entire request to understand the issue.

Results:

The implementation Applica RTA resulted in $5.5 million in cost savings for the 250-person customer care department and led to a complete transformation with how representatives spent their time, greatly increasing customer satisfaction due to much quicker response times. Additionally, Applica RTA helped the company identify the most pertinent requests requiring expeditious handling, avoiding potentially costly legal and/or regulatory issues.

Learn more from an Applica expert

Character limit: 0 / 244

Success To immediately schedule a demo to discuss your organization's use case, please choose a time here.

Trusted by companies across the world