Gartner helped the senior director of client services see an opportunity to reduce his organization’s cost to serve by improving customer loyalty and reducing customer effort.
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Client Story
Reducing Cost to Serve by Improving Customer Loyalty
Mission-critical priority
Drive business impact by reducing cost to serve through a low-effort service strategy.
How Gartner helped
Gartner identified the opportunities for service rep talent management and supported the development of a high-quality staff coaching plan and developing a multichannel strategy.
Business impact
Client saw first-contact resolution rates rise from 62% to 80%, same-day increase from 76% to 90% and speed to answer drop from six-and-a-half minutes to less than one minute.
Industry
Automotive Software
Revenue
Approx. $7 Billion
Employees
10,000
