Credit insurance along with debt protection product seller Assurant Solutions ran a classic customer care call center -operationally optimized, "abilities-routed,"managerially knowledgeable. Nevertheless , when it investigated analytics-based approaches to rethinking how the facility worked, a strange thing occurred: The achievement rate for customer interactions tripled.
Matchmaking With Math How Analytics Beats Intuition to Win Customers Case Study Solution
According to vice president of Targeted Alternatives at Assurant, Cameron Hurst, they were surprised by the result. "We learned that operational efficacy and those traditional metrics of customer experience like left rate, service amounts and average speed to answer are not the things that keep a customer on the books. "They found instead that technology could help the organization in retaining customers by leveraging the fact that some customer service reps are very successful at coping with certain types of customers.
Matching each specific in-calling customer to a particular customer care representative made a big difference. Analytics and Science couldn't quite establish why a particular rapport would be likely to occur, but they could look at past experience and forecast with a lot of precision that a rapport would be likely to occur. In this SMR case study interview, Hurst used analytics to focus on new approaches to match customers with representatives, explains Assurant Solutions figured out the right questions to ask and figured out the best ways to solve the problem of conflicting aims.
PUBLICATION DATE: January 01, 2011 PRODUCT #: SMR373-HCB-ENG
This is just an excerpt. This case is about INNOVATION & ENTREPRENEURSHIP
Related Case Solutions & Analyses:
The Global Leadership of Carlos Ghosn at Nissan
Developing Productive Customers in Emerging Markets
Corporate Social Responsibility: Whether or How
Louis Vuitton Moet Hennessy: In Search of Synergies in the Global Luxury Industry
Negotiating with Romans–Part 2
Enron Gas Services
Brinkerhoff International Inc. (A)
CML Group Inc.: Going Public (A)
Psychology of Waiting Lines
Managing Creativity in Luxury Fashion Houses: Raf Simons at Dior
