Services
Advisory Intelligence Transforming the Customer Experience
One of the largest medicine and health organizations in Brazil, with over 90 years in the market and around 200 service units.
In order to humanize the approaches taken by the Call Center, especially for scheduling private exams, and to maintain the level of excellence preserved, the company, knowing that we are a CX Company, sought us out to close this partnership.
We performed an immersion in all interaction channels, processes and indicators so that we could have the complete picture of the customers’ journeys. By applying the Wittel Advisory Intelligence methodology combined with the SmartVault layer, we were able to work with all the captured data, in a secure environment, and generate powerful insights to achieve the goal.
The concepts of personalization and humanization were raised to a new level, allowing the company to strengthen the relationship and offer more welcoming negotiations and service.
Results
achieved with
29% reduction in the complaints rate
7% growth in exam scheduling conversion
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