Case Study
Data Integration Efficiencies Help Tackle Pain Points & Level Up Customer Experience
The Business Need
Reacting quickly to a customer concern is essential. However, without a coordinated approach to identify and resolve the root cause of critical pain points, an individual situation may be fixed while the underlying problem remains. A holistic approach tackles the issue from all fronts – to look for solutions impacting not only customers, but employees, and the brand overall.
Specific objectives included:
- Identifying existing​, high-priority, yet unresolved points of friction
- Uncovering hidden sources of frustration impacting CX
- Providing clarity and insight regarding potential barriers to resolving customer complaints
- Prioritizing improvement efforts to ensure the greatest impact on customer satisfaction and loyalty
The Solution
​The DRG integrated data from over 20 sources including research among consumers and B2B customers across channels, satisfaction tracking, employee feedback, and customer complaints.​
We also met with key stakeholders to layer in insights and the status of current customer issues already being addressed.​
Our analysis identified the intersection points between business units impacting customer satisfaction and the areas where coordinated responses were most needed.
The Outcome
​As a result of this comprehensive analysis, our client was able to focus improvement efforts on four key areas with confidence: technology, channel integration, breadth of client service, and personalized communications. ​
Specific action items were further prioritized based on the volume of customers impacted, the nature of customer complaints, and the likelihood that improvement efforts would successfully drive loyalty.
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