The main objective of this initiative is to transform the customer journey of our service to totally new experience with less touch points BY 50%. The scope included process automation, modifying MOBILE and ONLINE system to enhance the existing channels.
This enhancement resulted in decreasing the overall service steps from 16-23 steps to 4 steps, Also decreasing the number of complaints to 0% during Quarter 3 of 2018.
9 сен 2024
