Case Study: Touchpoint Experience Design

BUSINESS ISSUE

A Fortune 500 global B2B technology and services provider needed to facilitate businesses of all sizes to increase customer acquisition, build customer loyalty, and reduce costs. Multiple customer experience change initiatives were on the table, and the client needed to prioritize by the greatest impact on customer loyalty
 

APPROACH

This issue called for a comprehensive evaluation across key customer touchpoints, including sales and account management.
    • Choice Modeling
    • Service Design Testing

STRATEGIC OUTCOMES & IMPACT

  • Lowered costs by utilizing other channels more fully 

    • Moved 200,000 customers from a field sales rep to a call center rep

    • Usage of the website was fully expanded in several areas

  • Increased frequency of customer contact with identified customer segments that wanted more contact with their sales rep.