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The Company has been in operation for over 50 years, providing a wide range of industrial distribution solutions to clients across various industries. With a strong focus on customer satisfaction and a commitment to delivering high-quality products and services, the Company has built a reputation as a reliable and trusted partner for businesses of all sizes.
Over the years, the Company has expanded its reach and currently has multiple locations across North America, providing customers with easy access to the products and services they need. With a large inventory of products and a team of experienced professionals, the Company is well-positioned to provide customers with the support they need to optimize their operations and achieve their business goals.
Despite its success, the Company faced several challenges in recent years, including resource constraints and supply chain bottlenecks that impacted its ability to respond to customer inquiries quickly and efficiently. These challenges led to frustrated customers and burnt-out employees, prompting the Company to seek out innovative solutions to improve its customer service and operational efficiency.
The Company processed thousands of new orders on a daily basis. As a result, their customer service agents handled a significant volume of calls to provide customers with updates on their orders. However, the challenges posed by employee resource constraints and supply chain bottlenecks impacted the Company's ability to efficiently respond to daily inquiries. This situation led to dissatisfaction among customers and added stress for employees.
To address these challenges, the Company implemented a proactive solution. Recognizing the importance of providing prompt and accurate information to customers, they aimed to improve the overall customer experience while freeing up their customer service agents to focus on more valuable tasks. The innovative solution employed by the Company helped to ensure that customers received the information they needed in a timely and efficient manner.
Faced with the challenge of responding quickly to customer inquiries about their orders without adding additional customer service employees, the Company was in need of a cost-effective solution that could improve accuracy, efficiency and availability. The solution arrived in the form of RPA technology. This innovative solution would automate the exchange of information between the customer and the Company, reducing manual effort, increasing accuracy and efficiency and providing 24-hour availability.
With RPA, the majority of order questions could be automated, allowing the Company to provide prompt and accurate responses to their customers. The implementation of this technology resulted in a remarkable improvement in customer satisfaction and employee efficiency. By utilizing RPA, the Company was able to respond to inquiries more quickly and accurately, all while preserving their margins and freeing up their customer service agents to focus on more valuable tasks.
By seamlessly integrating RPA and Chatbots, the Company was able to revolutionize the way they handled customer inquiries. The Chatbots were able to quickly access order information from the ERP system, providing customers with real-time updates on their orders. This not only improved the accuracy and efficiency of the process, but also created a more seamless and convenient experience for the customer.
Customers were able to receive answers to their inquiries almost instantly, eliminating the frustration of long wait times and uncertainty. For example, if a customer was wondering about the status of their shipment, the Chatbot would quickly look up their order number in the ERP system and provide the latest information available. And, if the item had already shipped, the Chatbot would provide up-to-date tracking information, offering the customer peace of mind and a transparent view of their order's journey. The implementation of this technology was a true game-changer for the Company and their customers.
The implementation of the RPA solution brought about significant changes to the Company's customer service process. The solution resulted in a dramatic 90% reduction in the average response time for customers, making the process more efficient and faster than ever before. Additionally, the average handling time for customer inquiries was reduced by 80%, allowing customer service agents to tackle more value-driven tasks.
This innovative solution not only improved the efficiency of the customer service process, but it also had a profound impact on customer satisfaction. The customer satisfaction index saw a remarkable improvement of 75%, a testament to the success of the RPA solution. The Chatbots allowed customer service agents to focus on higher-value tasks, such as proactively monitoring orders for potential delays and providing better, more personalized customer service. This, in turn, increased upsell opportunities for the Company, making the RPA solution a win-win for everyone involved.
“As a result of this implementation, our team has been freed up to focus on much more critical items.”
Chief Operations Officer
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601 Valencia Ave, Suite 260
Brea, CA 92823
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