Transforming customer service through case management

A large financial company sees significant efficiency gains within their contact center, reducing costs and customer complaints

They faced a significant challenge: they were introducing a series of new products for its tech-savvy consumers. But customer support relied on monolithic legacy systems that weren’t flexible enough to handle the new offering or meet customer expectations — and that wouldn’t comply with new government regulations.

• $3 million savings after the first year of production
• 200 agent reduction in the contact center workforce within the first year
• 20% drop in complaint tickets within the first year
• 6% reduction in contact center costs after the first year of production