12K+ Reduction in Tickets for Ecom Firm Through Process Initiatives
Case Study

Overview

Our client, among the largest e-com and technology giants in the world, was looking for process optimization solutions for its service lines across multiple geos to improve efficiency and accuracy of its operations. Tech Mahindra, with its multi-lingual and omni-channel capabilities, enabled continual process improvements that saved 12k+ service tickets due to incorrect tagging in addition to 0.5 Mn+ in savings.

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Business Challenge

The client was struggling with unstandardized processes with sub-par accuracies across its service lines that were failing to deliver an impactful CX. Some of the key challenges were:

  • Fluctuating CX metric scores
  • Accuracy not on par with expectations
  • Inconsistent processes and SOPs
  • Delivery issues

Strategy and Implementation

Areas Improved

Knowledge center, website, CRM and process and technology

Standardization

SOP Simplification, feature updates

Self-service

Guiding drivers / customers on self-service features

Defect Prevention

Reduction in calibration and knowledge gaps, behavior management and monitoring and support