Solution
To tackle these issues, the client chose to work with Datamatics to build and implement a full omnichannel support system. This solution was designed to smoothly support various interactions across all customer-facing channels and enable the client to reach their customer-preferred channels. The implementation of the solution included building the features to industry compliance which was significant to the client’s customer base.
Datamatics also built predictive models for the client, which helped to forecast demand, allocate resources, and execute plans. These models were a key component to enabling reduced operational costs and additional flexibility for daily updates. These cognitive components positioned the client to more accurately report, thus bolstering data-driven decisions and service delivery. As a result, this drove the client to exceed SLAs, increased customer satisfaction and improved the market status of the client.
