Our Work
Real solutions, measurable results. Explore how we've transformed quality operations and customer experiences across industries.
Customer Journey Analytics & Process Optimization
Challenge
- • Customer Touch to Understand (CTU) at 6%, target reduction to 3%
- • Resolution Rate artificially inflated by ~29% due to system manipulation
- • 72% of issues taking more than 10 days to resolve
- • Multiple process gaps across logistics, delivery, and refund workflows
Solution Delivered
- ✓ Analyzed 60+ customer journeys with end-to-end RCA approach
- ✓ Implemented Customer Journey Analytics Platform
- ✓ Introduced Peer-to-Peer Review Methodology (5,000+ daily insights)
- ✓ Identified 14+ critical process gaps with actionable recommendations
- ✓ Resolved 6 long-pending cases (30-100+ interactions each)
Key Outcomes
Critical Process Gaps Identified (14+)
Logistics & Delivery
- →Wrong delivery scenarios - No proper SOP or timeline defined
- →OTP misuse by delivery executives marking products delivered without delivery
- →Delivery executive behavior issues causing social media escalations
- →Logistics cancellations without customer notification
Returns & Refunds
- →Post-policy return creation - No T&C defined for 3-day extension
- →Return with same reason - No service denial protocol
- →COD disposition errors - Cannot be changed, customer not refunded
- →Prexo/Exchange invoice discrepancies - No timeline for customer claims
System & Technical
- →Survey trigger algorithm flaws - 41.4% extra "No" responses
- →Address change SOP gaps - No process for non-shipped without tracking ID
- →Status check article mismatches - Article name vs. actual information
- →ASC link inconsistencies - WhatsApp vs. calling number confusion
Policy & Warranty
- →Warranty claim windows - Time limits unclear, post-deadline process undefined
- →Premium service tier eligibility - Documentation states limited SKUs, applies universally
- →Mobile protection plan conflicts - LCD damage covered vs. not covered
- →Defective product repairs by local technicians - No service denial protocol
SOPs & Recommendations Delivered
Wrong Delivery SOP
Created 7-day timeline for complaint raising. Service denial protocol after 7 days. Clear escalation path via internal ticketing system with defined TATs.
OTP Security Protocol
Recommendations to prevent DE from collecting OTP over phone. High-value product mandatory OTP-at-delivery enforcement. Customer education on OTP security.
Post-Policy Return Framework
Defined eligibility criteria for 3-day extension. Clear documentation requirements for app/website error claims. Service denial protocol for non-qualifying cases.
High-Priority Case Triggers
Established attempt threshold (22+ calls) for relationship management trigger. Queue sizing recommendations. Handoff optimization to reduce 18+ handoffs per journey.
Business Impact & Revenue Protection
Revenue Loss Identified
- → Lost Orders: High-value furniture orders never recovered (full refund issued without product location)
- → Customer Churn: 42-day resolution cycles causing customer lifetime value erosion
- → COD Errors: Products delivered but marked cancelled - zero refund, zero recovery
- → Inflated Metrics: 29% artificial RR inflation masking real process failures
Revenue Protection Measures
- ✓ Survey algorithm fixes preventing 41.4% false negatives in RR measurement
- ✓ OTP security reducing delivery fraud and product loss
- ✓ Improved FCR reducing customer effort from 22+ to target 3-5 touchpoints
- ✓ Process automation reducing partner resources from 18K to 5K agents
Critical Process Insights
Primary issues: delivery delays, DE behavior, return pickup cancellations without notification
21% stretch beyond 25 days, indicating high customer effort in emotional nodes like refunds
Customer calling 19-22 times over 6-30 day periods with different agents each time
Key Finding: Agent Empowerment Gap
L1 agents lack empowerment to communicate with logistics teams directly. This creates 21+ day resolution cycles with customers continuously marked "resolved" without actual issue closure, leading to customer frustration and social media escalations.
Quality Assurance & Compliance Framework
Challenge
- • Escalation management across multiple LOBs (Email, Chat, Social Media)
- • Info Seeker Fatal errors at 36.8% of all fatals
- • Need for real-time quality control across distributed partner network
Solution Delivered
- ✓ Implemented multi-channel quality audit framework
- ✓ Deployed conversational accuracy audits
- ✓ Established brand risk control mechanisms
- ✓ Created inter-partner insight exchange system
Key Outcomes
Escalation Analysis & Process Re-engineering
Challenge
- • 60% of escalations related to logistics issues
- • Customer efforts reaching 42 days with 22+ touchpoints
- • Delivery executive behavior issues causing social media escalations
- • Wrong delivery scenarios and OTP misuse
Solution Delivered
- ✓ Deep-dive analysis of 15 escalated cases across 6 categories
- ✓ Identified root causes in delivery workflows
- ✓ Created SOPs for wrong delivery scenarios
- ✓ Recommended high-priority case triggers and thresholds
- ✓ Developed process improvements for L1/L2 handoffs
Deliverables
Our Expertise
Comprehensive quality and customer experience solutions across all touchpoints
Process Design & SOPs
Creating detailed standard operating procedures and workflow documentation
Root Cause Analysis
Deep-dive investigations identifying underlying issues and systemic gaps
Journey Analytics
End-to-end customer journey mapping with actionable insights
Peer Coaching Programs
Building quality culture through collaborative learning frameworks
Quality Audits
Multi-channel quality assurance with compliance and brand risk control
Escalation Management
Strategic analysis and resolution of complex customer escalations
Real Impact, Measurable Results
Critical issues we've uncovered and resolved for our clients - protecting revenue, improving operations, and building customer trust.
Payment Fraud Investigation
E-Commerce Platform
🔍 What We Found
Coordinated fraud network targeting customers with fake payment calls. Discovered through routine call audits and customer voice analysis.
✅ Impact Delivered
- • Identified data leakage source (logistics hub location)
- • Traced 28 unique scam numbers with consistent fraud pattern
- • Created customer protection SOPs and awareness guidelines
- • Prevented escalation into major brand reputation crisis
Metric Manipulation Detection
Customer Support Operations
🔍 What We Found
Artificial inflation of Resolution Rate through system manipulation. One journey showed 22 "Yes" responses on a single 2018 order with zero customer calls.
✅ Impact Delivered
- • Exposed 29% artificial inflation in Resolution Rate metrics
- • Identified survey trigger flaws (41% extra "No" responses)
- • Revealed system loopholes used for KPI manipulation
- • Provided actual vs. reported performance clarity
High-Effort Customer Journeys
Multi-Channel Support
🔍 What We Found
Customers making 18-22 calls over 30+ days for single issues. Delivery executives marking products delivered without actual delivery. OTP shared over phone creating security gaps.
✅ Impact Delivered
- • Mapped complete customer journey with all touchpoints
- • Identified delivery executive malpractice patterns
- • Highlighted OTP security vulnerabilities
- • Recommended process changes to reduce customer effort
Knowledge Base Audit
Process Documentation
🔍 What We Found
14+ critical process gaps in knowledge articles. Conflicting information, missing timelines, incorrect service tier details, and undefined post-policy scenarios causing agent confusion.
✅ Impact Delivered
- • Identified conflicting SOP information across articles
- • Highlighted missing service denial timelines
- • Documented incorrect warranty claim processes
- • Created detailed recommendations for article updates
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