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APPROACH

We followed a three-step approach to solve this problem for the client:

  • Identified key metrics like past transactional behaviour of customers, geography coverage of the customer, length of past engagements, verticals that the customer deals in to determine the customer profile
  • Assigned a consolidated priority score to each customer based on the relevant metrics and use this score to enable rep assignment
  • Built an interactive tool for the client which helped them view profiles for their entire customer universe. It also compared how the currently rep-assigned customers differ from the rep-unassigned ones. Also pointed out the customers that qualified immediate rep assignment owing to the high value they brought to the client as well as their immense geographical coverage

KEY BENEFITS

  • The solution enabled the client to understand customer requirements better through details of their past transaction behaviour
  • A more efficient method of Rep-assignment was introduced which helped customer retention
  • Client was able to enhance the returns from the customer through better realization of customer potential

RESULTS

  • Optimized assignment cost, bringing it down by 6%
  • CSAT improved by 8% over one quarter (QoQ)
  • 19% increase in cross sell opportunities identified

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