Challenges
A globally-renowned education publisher faced significant challenges in scaling their operations, including:
- Seasonal Spikes: Handling large order volumes during peak academic cycles.
- Complex Orders: Managing unique billing, shipping, and customization for bulk orders.
- Global Reach: Navigating region-specific compliance and processing across EMEA, Latin America, and Asia.
- Operational Inefficiencies: Bottlenecks and delays affecting timely fulfillment.
- Multi-Channel Support: Ensuring consistent, high-quality service across diverse regions and channels.
Solutions
To address these challenges, Straive implemented a comprehensive, technology-driven strategy:
- A flexible staffing model to manage seasonal demand effortlessly.
- Standardized order workflows for efficient processing of bulk and international orders.
- Integration of advanced tools like Salesforce and Oracle for automation and proactive issue resolution.
- Robust quality controls ensuring accuracy and efficiency.
- Seamless, high-quality multi-channel customer support for global markets.
Impact
- 99.97% Quality Rating: Exceptional accuracy and service reliability.
- NPS of 65 and a 4.3 Customer Effort Score: Significantly improved customer satisfaction.
- Scalable Operations: Processed up to 500,000 order lines and 20,000 calls per month.
- 100% On-Time Deliveries: Ensured seamless fulfillment during high-demand periods.
Discover how Straive’s tailored solution transformed the client’s operations, delivering streamlined order management, scalable processes, and unmatched customer satisfaction.
About Us
At Straive, we operationalize data analytics and AI for global enterprises. We leverage our unique people-process-tech framework to build the best-of-breed data analytics & AI solutions. By operationalizing this solution into your core workflow, we deliver real-world measurable impact and better ROIs through a combination of higher efficiency, elevated experiences, and enhanced revenues.
For more information about our services and how we can help you operationalize data analytics and AI, please visit our website: www.straive.com contact us at contact@straive.com.
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