Case study: CRM Personalization for a global BPO service provider

About the Client

The client is one of the world’s leading ($1.7 billion in annual revenue) outsourcing providers of customer experience management based in US.

Business Context

The objective of the engagement was to enable transparency across regions and business functions through real time operational dashboards with Global Standardization and Regional Specifications. The client was looking for an Data Science partner to build comprehensive technology stack aimed at delivering enhanced real time insights.

BRIDGEi2i Solution

BRIDGEi2i partnered with the client to integrate heterogeneous data sources and build a robust data model containing operational KPIs. The result was a 360-degree customer experience Watch Tower that delivered real-time customer insights. The Watch Tower tracks and reports 60 key metrics across regions and functions and delivers insights on coaches’ handheld devices, enabling them to plan real-time interventions.

  • BRIDGEi2i developed a central data lake that could ingest data from multiple customer experience touchpoints.
  • Storage of all data assets were centralized to ensure one view of complete data points for key operational metrics
  • An exercise for global standardization of financial & efficiency KPIs was conducted followed by regional customization of effectiveness KPIs & people measures

BRIDGEi2i’s team of Data Scientists AI Labs’ machine learning experts built robust Analytics widgets and custom predictive models to help the clients to solve Global Standardization and Regional Specifications. BRIDGEi2i’s proprietary AI accelerators built by AI Labs were leveraged to develop a customized ‘Text categorization sentiment scoring’ tool that provides survey insights and recommendations for actions.

BRIDGEi2i’s consulting team and experts from AI labs deployed the Watch Tower solution in the client environment. The solution automated insight generation from text and voice data and provided a voice assistant for better engagement with the CRM.

Business Impact

Single source-of-truth by consolidating all the independent and disjoint reports

Enabled real-time intervention for operations coaches to through insights delivered on handheld devices

Increase in End-Customer Retention