How a security software company increased customer satisfaction through analytics- informed product support
How a security software company increased customer satisfaction through analytics- informed product support
4 PagesPROCESS • ANALYTICS • TECHNOLOGY GENERATING HIGH TECH IMPACT Case Study Client Industry Business need Genpact solution A Fortune 500 security software corporation company headquartered in the United States High tech Transform product support operations for a superior customer experience Business impact On course to achieve: • Up to 7% improvement in C-SAT scores • US$22 million lower costs • 25% lower case resolution times • Consistent customer service Analytics-informed process reengineering and technology improvement How a security software company increased customer satisfaction through analytics- informed product support3 Business challenge A Fortune 500 security software company with sizable product and technical support operations consisting of 3,500+ people handling 1.
