To maximize the returns from their customer base & enhance customer engagement, the client wanted to assign reps for existing and new customers. They needed a solution that could help them prioritize customers and use their profiles to estimate customer potential. Post which Sales reps will be assigned to ensure CSAT remains high while cost of Sales reps is balanced.
We followed a three-step approach to solve this problem for the client:
Optimized assignment cost, bringing it down by 6%
CSAT improved by 8% over one quarter (QoQ)
19% increase in cross sell opportunities identified