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Case Studies
Revamping Customer Experience: A Case Study on musicMagpie
Overview
Revamping Customer Experience: A Case Study on musicMagpieSorted |
Sensors - Haptic Sensors | |
Telecommunications Transportation | |
Logistics & Transportation Sales & Marketing | |
Last Mile Delivery Track & Trace of Assets | |
Operational Impact
The solution implemented by musicMagpie resulted in a significant improvement in the customer journey and the customer service team's efficiency. By automating communications and sending tracking updates in their own brand, the company was able to strengthen the customer journey and resolve customer queries more effectively. The introduction of branded, proactive parcel updates kept customers informed of delivery/returns status, reducing the need for customers to get in touch. This also allowed customer service agents to respond to customer queries in a quicker and more efficient way. The solution increased brand control over the customer journey and led to speedier resolution of customer queries due to better reporting and insight. | |
Quantitative Benefit
63% reduction in 'where is my order' (WISMO) calls | |
WISMO tickets used to make up around 40% of calls, now they make up just 15% of calls | |