PORTENTA


Product Reporting

A case study about increasing revenue and product performance through insightful reporting.
Client:
Call Centre Service Provider

Challenge:
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.

Solution:
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.

 

 

Product Reporting