A case study about increasing revenue and product performance through insightful reporting.
Call Centre Service Provider
Average revenue per customer was static. Revenue increases were being targeted but no new products were planned, price changes were not an option and overheads were fixed.
Find revenue opportunities within the existing customer journey. The customer journey was broken down into constituent parts, from beginning to end. A new reporting methodology was designed pulling together feeds and data from systems along the customer journey, all wrapped up in a simple at-a-glance visual format. When launched, the reports helped isolate poor user experiences, dead ends, and sub-optimal performance at several points in the journey. Simple targeted fixes were introduced to operations and systems which improved the customer experience and increased revenues.