95% NPS Achieved: Upgrading CX with Unified Customer Engagement Platform
Overview: Recognized as the fifth-largest watch brand
manufacturer globally, the client has established a
legacy of excellence in the luxury watch industry.
Known for their commitment to precision,
craftsmanship, and design, they produce over 15
million units annually. With a relentless focus on
innovation, they wanted to drive customer
engagement and loyalty by streamlining their
customer experience (CX) processes.
Objective: Implement a unified social media ORM platform to eliminate fragmented channel engagement and deliver real-time CX insights.
Business Challenges
Aiming to enhance customer engagement across multiple channels, they struggled with an increasing volume of
customer inquiries while maintaining high service standards. Their primary challenges were:
Limited Multi-Channel Engagement: Lack of timely communication across various channels.
Operational Inefficiency: Less than 80% SLA maintained for email responses
Unintegrated Service: Fragmented engagement channels like social media, chat, email, and
voice with weaker insights
The Solution
Pioneering CX innovation, we established a Unified Customer Engagement Platform that integrated various
communication channels, such as helplines, email, WhatsApp, live chat, and social media. This platform
included an integrated Social Media ORM solution, which elevated digital engagement and enhanced
customer interactions. The integrated output of these solutions led to real-time tracking, and adherence to
COPC Standards for optimized service delivery.
Value Delivered
The implementation of the Customer Engagement Platform and Social Media ORM system delivered a streamlined information flow, higher agent proficiency and accelerated response times. Our strategic approach led the client to foster consistency and excellence in every interaction, driving long-term brand loyalty.
92%
NPS score attained
25%
25% Operational Optimization
Boost in CX