CHCG Case Study

Technology Strategy and Implementation

Successful revamp of a contact center included enhanced customer experience and improved operational efficiency.

$118,800

Annual Savings on WFM Licensing

5,866

Calls Redirected to Automated Systems

$475,000

Annual ROI Savings

CASE STUDY DETAILS

Project Summary:

CH Consulting Group embarked on a mission to overhaul the technology strategy of a prominent U.S. ignition interlock system provider. The objective was to reduce call volume, improve customer experience, and streamline system maintenance. This involved a thorough evaluation and upgrade of the client’s technology deployments, focusing on improving both customer and employee experiences, ultimately leading to increased revenue and reduced employee turnover.

CASE STUDY DETAILS

Project Challenges:

The initial assessment identified several challenges:

PLAN OF ACTION

Project Solution:

CH Consulting Group provided the client with an effective omni-channel technology strategy, leading to a significantly improved customer experience, enhanced operational efficiencies, and substantial annual savings.

plan of action

Project Solution

CH Consulting Group implemented several solutions encompassing various IT modules/projects such as Five9 training, IVR and reminder bundles, Workforce Management, and chat/email migration.

THE OUTCOME

Project Results