This Fortune 500 company has been a global leader in high-tech electronics manufacturing for more than 70 years; more recently, it has become known for the production of TVs, tablets, and smartphones. It has been recognized by the Consumer Electronics Association as a “Top Consumer Electronics Brand.”
As the company’s market share grew and inbound support calls increased, its executives realized that even the very best electronic devices can fall short if they are not backed up by knowledgeable, easy-to-reach customer support personnel.
The company needed an end-to-end specialized customer service solution to:
Aptara outlined the client’s new service goals, key performance indicators (KPIs), and operational inefficiencies, then proposed a new outbound customer service approach which would allow the customer to gauge performance and the impact of changes in pricing and policies over time.
Just one quarter after Aptara implemented the company’s new customer service solution, the company met targeted KPIs:
Today, Aptara also supplies a dedicated Management Information Systems team that analyzes and facilitates company activities and provides comprehensive reports on key metrics, which are reviewed daily, weekly, monthly, and annually.
In one year, Aptara increased the company’s staff from 125 to 1,400 well-trained service representatives. These representatives continue to help meet organizational objectives by supporting the customer base with seamless communications that are consistent with the brand’s image.
This company’s customer service division has since been recognized industry-wide for its service quality. The division is the top operating unit in the company.