Company Overview
- B2B e-commerce company
- $15B annual revenue
- 30%+ revenue driven by call center
- 3,500+ inbound agents
- Returns, customer assistance, technical support, all driven by call centers
Tech Overview
- 30+ Legacy systems stitched together to support agents
- On-prem 3rd-party service desk management system
Business & Technical Challenges
- Legacy system unable to handle soaring call volumes – hurting revenue and customer satisfaction
- The firm’s stated goals to continuously lower operational costs and enhance productivity were challenged rigid infrastructure
- Unstructured and reactive support processes adversely impacted multiple business functions
- Legacy systems were inflexible and expensive to maintain
- Minimal adoption of ITIL best practices
- Designed and deployed a customized IT service management and contact center platform using AWS Connect, AWS Systems Manager and other cloud-based tools
- Standardized the ticketing lifecycle using ITIL compliant processes like incident management, problem management, change management, and knowledge management
- Added innovative capabilities like creation of tickets from emails, sophisticated call routing by topic, using AI to provide real-time product recommendations as a customer spoke, etc
- Built extensive reporting to show call-routing pathways, dead-zones, completion times by teams, etc. to drive future innovation
- Unlocked innovation in a critical, underperforming channel
- Created flexibility for team to open new call centers, including in India
- Significantly reduced incident response and resolution times
- $100M+ incremental revenue gains
- 13+ disparate systems combined into 1 – significantly improving rep training / onboarding times
- Outsourced 1st-level service desk generated significant cost savings
- Integrate key Operations and Service Management processes using ITIL best practices
- Improved governance, process efficiency, quality compliance
