A successful transition in the fifth gear

Head of Digital Business at a leading US-based publishing house, Jillian Davis had recently implemented new digital intake activities in a bid to raise sagging customer satisfaction levels. However, this soon led to an unexpected spike in customer service survey reporting and call tracking operations, pressurising the company’s resources. With customer satisfaction levels at further risk, Jillian decided to outsource the digital intake activities within a tight deadline of one month. This case details how Infosys BPM took on the challenge and executed a remarkable on-time transition, handling 40% of the volume spike, thereby increasing customer satisfaction levels.