Home / CASE STUDY / Using Data to Improve Service Response Time
Business Challenge
Our client, a leading home appliances retailer, wanted to understand factors that would have the biggest impact of service times and use data to improve them
They wanted to achieve the benchmark of solving 95% of customer complaints in 5 days.
Solution
LatentView built a solution that:
Identified four areas that would have greatest impact
– Capacity planning
– First line of enquiry
– Technician deployment
– Part and delivery
Used demand prediction and advanced diagnostics models to optimize service times
Impact
75% of the complaints are now serviced within 5 days – 30 percentage points increase within 12 months
2% uptick in market share, further increase expected
5 percentage points improvement in NPS
Website user experience survey (0 of 5)
60%
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