Overview

Infimetrics developed a customer centric solution for a call centre and back office company to reduce lead time, increase customer engagement and improve customer experience.

The solution was designed for both Android and iOS platform including iPAD’s and other tablets.

Technology

Android iOS UI/UX design
Angularr ASP .Net

Industry

Call Center Back Office
8
Team Members
3Months
to launch the first mobile app version
72Months
of ongoing development

Business Need

A call centre and a back-office company in Europe was looking for a solution for their customers to arrange a communication channel and schedule a call so that company can provide on time service for their customers.

The Problem

Being in customer service for this company required to be on time and on schedule and managing vast number of customers for each call representative was a consuming much time in scheduling leading to lost or unsatisfied customers.

Solution

Infimetrics proposed a mobile application solution for the end customer to create a call for specified date and time which was automatically gets created in the calendar of a service representative.


Customer on one hand can easily configure according to their suitable date and time and on the other hand a service representative can manage the calls without wasting time.

This solution helped company to reduce lead time and also kept the customer engaged creating a happy customer experience.

Benefits Achieved

Help in Digital transformation

Customer can now record calls form their mobile to reduce lead time

Save cost with Optimize process

Service representative can now effectively manage their calender inbuilt

Address resources and tech challenge

Better customer relationship management for customer retention