A US company providing mental health services
Reduce the backlog
Manage telephony and portal to meet the SLA targets
Improve the service
Improve the customer satisfaction and experience
The project started in January 2023 and lasted only 1 month.
We setup a 3-person Customer Experience Centre supporting the customer 9x5 EST, which was later upgraded to 4-person team.
All resources were highly focused on reducing backlog while picking up incoming incidents to prevent creating of aged incidents.
We worked with the customer on creating new knowledge articles, testing the service, creating reports and automation on the customer end to improve the overall customer experience.
Also, we provided full ownership of a ticket lifecycle from opening to resolution and stabilized the service after the move to the new version of application.
- Backlog down to almost 0
- SLAs are over the target
- We increased the user satisfaction
- We increased positive feedback from end-users on both Google Play and App Store