Challenge:

The company resolved to modernize its intranet, a critical digital backbone supporting its worldwide operations. The effort included vendor selection, technological overhaul, and implementation, all while addressing the diverse needs of its global workforce. Enhancing internal communication and collaboration was also pivotal to the company's ongoing success and innovation.

Our Role:

We delved deep into understanding user needs and addressing pain points. Our comprehensive strategy prioritized accessibility, localization, performance, security, and seamless integration with existing systems. Emphasizing content management, governance, usability, and mobile optimization, we also focused on facilitating widespread user adoption across the organization.

Outcome:

The revamped intranet launch was a triumph, rolling out successfully in over 75 countries. User feedback was overwhelmingly positive, highlighting each aspect of our involvement. The success of this project not only elevated the internal digital experience but also reinforced the company's commitment to leveraging technology for enhanced global collaboration and efficiency.

Challenge:

The company wanted to transform its customer dispute handling by automating the process. The objective was to enhance efficiency, slash operational costs, and elevate customer satisfaction. The aim was to allow contact center agents to focus on complex inquiries, streamline the resolution process, reduce human error, and more effectively identify fraudulent claims.

Our Role:

We led the integration of advanced natural language processing (NLP) and machine learning (ML) algorithms to autonomously categorize customer disputes. We developed a data lake, drawing on diverse, clean data sources, and the optimization of chatbots for initial dispute engagement. We deployed fraud detection algorithms and implemented a robust case management system.

Outcome:

The new system brought about a paradigm shift in dispute resolution. Efficient dispute routing significantly reduced agent workload, enabling them to address complex issues more effectively. Enhanced fraud detection measures protected the company from financial losses, while the overall customer experience saw substantial improvements, as reflected in customer satisfaction metrics.

Challenge:

A full-scale end-to-end eCommerce replatforming. This digital transformation aimed to revamp the company’s entire technology infrastructure, enhancing performance, scalability, and customer experience. It demanded a comprehensive approach, addressing every facet of the business, from technology foundations to customer interactions across all channels.

Our Role:

We led the strategic planning, setting clear objectives for the digital shift. Our team meticulously evaluated and selected the ideal technology platforms, ensuring scalability, robust features, and seamless integration with existing systems like ERP and CRM. We were instrumental in data migration, developing custom solutions for unique business needs, and facilitated UAT.

Outcome:

The transformation led to a scalable eCommerce platform, adept at managing heavy traffic and extensive product catalogs. We optimized the customer experience with intuitive navigation, personalized suggestions, and smooth checkouts, resulting in increased conversion rates and revenue growth. The cohesive omnichannel experience created is responsive to changing customer needs.