Case study: CRM Personalization for a global BPO service provider

Business Context

The client, one of the world’s leading outsourcing providers of CRM with annual revenue of $1.7 billion, wanted to enable transparency across regions and business functions through real-time operational dashboards that would comply with the global standardization and regional specifications.

How BRIDGEi2i Delivered Value?

BRIDGEi2i developed a central data lake that could ingest data from multiple customer experience touchpoints. We then studied several reports across functions/geographies to consolidate the required KPIs and tie them to critical business questions. We worked with their technology stacks to build intelligence across devices; the web, Alexa, and Skype to deliver personalized experiences based on users’ devices and platforms of choice. Further, a Centralized enterprise analytics platform serving 3000 users (C-Level Execs in boardrooms to agent supervisors on the floor) across five regions encompassing global standardization as well as local customization of KPIs was adopted.

Our Enterprise Analytics Platform Powers Actionable, Real-Time Insights

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