CHCG Case Study

360 Roadmap

Optimizing customer service processes improved operational efficiency, strengthened resource allocation, and significantly boosted customer satisfaction.

60%

Reduced Costs Through Strategic Staffing

85%

85% Customer Satisfaction Achieved: A 35% Increase in Just 12 Months

50%+

Self-Service Rate Achieved: Exceeding Original Goals by 10%+

CASE STUDY DETAILS

Project Summary:

A premium home security and automation company partnered with a private equity firm to transform their customer experience and address high attrition rates. The company offers innovative DIY systems that redefine home interaction for customers across the US and Canada.

Through a comprehensive 360 Assessment, CH Consulting Group improved customer retention, streamlined resource allocation, and optimized technology infrastructure. This led to a 35% increase in customer satisfaction and a self-service rate that exceeded original goals, ultimately enhancing both operational efficiency and customer engagement.

CASE STUDY DETAILS

Project Challenges:

Voice of the Customer (VOC) and CX Analytics: Lack of discipline in handling customer interactions led to a poor customer experience and high attrition, with a need to implement robust VOC and CX analytics to better understand and improve the customer journey.
High Customer Attrition: The company was experiencing a customer attrition rate 200% higher than the industry average, requiring in-depth analysis and corrective measures to retain customers.
Resource Allocation and Scalability: Reduced team size and an ineffective staffing model limited the company’s ability to support customers effectively, particularly for DIY installations.
Technology Optimization: The transition to a cloud-based CCaaS platform required validation of an omnichannel strategy, optimization of self-service options, and improved system integration to support customer needs.
Long Wait Times for Customers: Customer wait times were excessive, contributing to dissatisfaction and necessitating a scalable staffing solution.
Lack of Knowledge Management System: The absence of an accessible knowledge management system hindered customer self-service and operational efficiency, creating a gap in support for common issues.

PLAN OF ACTION

Project Solution:

CH Consulting Group tackled the company’s pressing challenges while laying a strong foundation for long-term success. By implementing a strategic staffing model, optimizing omnichannel technology, and integrating a comprehensive knowledge management system, they enhanced customer service quality and improved overall operational efficiency.

plan of action

Project Solution

Enhanced Staffing with a Scalable BPO Model: Identified and partnered with a BPO provider to handle bandwidth constraints, reducing customer wait times and achieving a 5+ year agent tenure with zero voluntary turnover.
Implemented Knowledge Management System: Launched an accessible knowledge base for both customers and agents, leading to over 90% satisfaction on support articles and enabling a self-service rate that exceeded initial goals.
Strengthened Voice of the Customer (VOC) Analysis: Revamped the VOC program by expanding survey sampling, incorporating social media feedback, and improving post-call survey processes, directly reducing customer attrition.
Optimized Omnichannel Technology Strategy: Supported the transition to a cloud-based CCaaS system, validating the technology strategy to ensure seamless, customer-centered experiences across all channels.
Improved Retention Call Handling Process: Focused on retention during call handling by identifying root causes for customer dissatisfaction, leading to improved customer retention trends.
Reduced Operational Costs: Achieved over 60% cost savings by restructuring staffing and support functions, improving the cost-efficiency of the contact center.

THE OUTCOME

Project Results

60% reduction in overall operational costs through strategic staffing and outsourcing.
35% increase in customer satisfaction with CSAT scores rising from 50-60% to over 85%.
50%+ self-service rate achieved, surpassing the initial goal of 30-40%.
40% improvement in Net Promoter Score (NPS), enhancing customer loyalty and brand reputation.
5+ year agent tenure established, with no voluntary turnover in the past year
90%+ customer satisfaction with knowledge base articles, boosting customer engagement with self-service options.

CHCG Case Study

360 Roadmap

60%

Reduced Costs Through Strategic Staffing

85%

85% Customer Satisfaction Achieved: A 35% Increase in Just 12 Months

50%+

Self-Service Rate Achieved: Exceeding Original Goals by 10%+

CASE STUDY DETAILS

Project Summary:

CASE STUDY DETAILS

Project Challenges:

PLAN OF ACTION

Project Solution:

plan of action

Project Solution

THE OUTCOME

Project Results

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