Case Study Overview:

About Client:

Our client is one of the leading experts in the Customer Experience (CX) Management platform through various digital channels such as personalized surveys, feedback, and contextual feedback to close the loopholes, service failures, and gaps with reasons and win the customers by managing customer satisfaction systematically.

Overview:

The client engaged DEFTeam to create and deliver the solutions in terms of intuitive reports and dashboards in both TIBCO Jaspersoft and TIBCO Spotfire to address concerns such as identifying the loopholes in customer service and filling the gaps, thereby enhancing customer satisfaction, to achieve the aim of the organization - win and keep the customer.

The following role-based reporting solutions were created for various domains, such as:

• Customer (CX) Management
• Case Management
• Customer Journey Management
• Executive Summary (for all domains together)

The key results achieved are as follows:

• Improved revenue generation and achieved maximum ROI.
• Less resolution time with maximum efficiency.
• Customer-centric business with customer satisfaction as a top priority.
• Know the customer journey and win the customer.
• Improved customer experience while delivering the highest quality.
• Deeper insight into customer behavior, segments, and preferences.