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

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