Acoustic
Case Studies
Revamping Customer Experience: A Case Study on Republic Services
Overview
Revamping Customer Experience: A Case Study on Republic ServicesAcoustic |
Networks & Connectivity - NFC Sensors - Acoustic Sensors | |
Consumer Goods Recycling & Waste Management | |
Sales & Marketing | |
Predictive Maintenance Root Cause Analysis & Diagnosis | |
System Integration | |
Operational Impact
The implementation of Acoustic Experience Analytics allowed Republic Services to quickly diagnose and fix the problem with their online billing system. The company discovered that about 200 customers a day were experiencing the issue with bill payments. They were able to bring that number down to under 50 per day immediately, and with further research, brought it down to zero. The team found that over 18,000 customers had experienced the issue. By using Experience Analytics, Republic Services was able to reduce call center traffic by 20% in just three months. In addition, the IT team saved about four hours per QA ticket because they were able to troubleshoot more efficiently through Experience Analytics. The tool has been so effective that Republic Services has encouraged widespread and increased Acoustic usage across Marketing and IT. These teams are now able to walk in the consumer’s shoes and fix their problems faster. | |
Quantitative Benefit
A loss of $1.8 million in revenue was halted | |
There was a 20% reduction in call center traffic | |
4+ hours were saved per QA follow-up | |