A global hospitality company observed an increase in the number of customers it served via customer care centers, as well as an increase in overall handle times. The company hired Metis Strategy to investigate the reasons behind these trends and identify opportunities to improve business processes across the firm’s sales channels.
After reviewing the client’s existing customer care center metrics and materials, Metis Strategy:
After examining the client’s existing business processes and evaluating the root causes of the increase in customer service metrics, Metis Strategy presented documented business cases and recommended next steps to address the highest-priority improvement opportunities. The team also provided materials that would enable the client to perform future analyses as needed. The client began to implement several of Metis Strategy’s recommendations to improve customer care metrics and enhance the overall customer service experience.