Our client, an innovator in tablet-based point-of-sale systems serving restaurant and retail customers, faced a growth challenge. The demand for technical support from their fast-growing customer base exceeded their internal capacity to deliver the needed support. Our client’s internal support team was overwhelmed and unable to deliver to the service level requirements of their customers.
Altisource created an inbound technical delivery to provide new client software configuration service, on-boarding service and Tier 1 software, platform and hardware and wireless support service.
The Bottom Line
Altisource’s solution provided our client with the following business successes: Service cost was reduced by over 50%; Abandonment was reduced from over 50% to less than 5%; Average Handle Time was reduced by over 50%; First Call Resolution was increased and Customer Satisfaction Score was raised to 96% (over +20 points).
Our client provides insurance tracking and related services for more than 40 banking clients and mortgage servicing companies. The client had a highly complex operating model due to its client- centric service delivery structure, the requirement to securely access and use their clients’ systems of record, ongoing changes in the regulatory environment, the volatility in workforce planning due to seasonal impacts and the increased frequency of loan portfolios transferring between their clients.
Altisource designed a back office system that accurately captured the client's customer data. Supporting this new automated process, Altisource designed a second layer of quality control to verify all required fields and enter missing information not successfully captured during the initial automated data process.
The Bottom Line
Altisource was able to increase speed and accuracy two-fold using an integrated technical and human resource delivery. This solution provides a second layer of verification for accuracy. This solution has significantly reduced both manual processing and the cost of delivery for our client.