Leading MSO | North America

Business Challenges

Today, customers are shopping for services across a number of different channels, buying services through different channels and using a number of different channels to make a single purchase. Customers are using multiple channels in order to make a single product or purchase. Service providers needs to better align their business model with increasing customer sophistication and expectations. A leading MSO in North America that is expanding sales into third party retail channels needed a solution to measure customer experience and support omni channel shopping.

Solutions

• This solution was devised, developed and implemented in less than 12 weeks providing the following features:
• Support the sales channels to review abandoned shopping carts and reuse it instead of re-keying the order
• Support the service provider’s IT organization to analyze metrics and trends real time as order sessions are initiated on the retail partner’s systems
• Support the business owners to look at the shopping experience of the customers as it happened in real time in a visual representation

Business Values

• Increased customer satisfaction and reduced call times by reusing shopping cart from prior sessions
• Problem investigation turnaround time reduced by 80%
• Informed business decisions based on visualizing customer experience in real time