Quality Notifications inaccurately sent to customers, creating confusion and frustration.
Baseline: Same type of customer complaints existent over a period of 5 years.
Improvements: Reduced number of customer complaints volume by 57%.
The customer call center of a Biotech company experienced, consistently over a period of 5 years, the same complaint type related to customers being frustrated and questioning why they received letters regarding the quality of their equipments. Some of this customers no longer were the point of contacts or simply the customers no longer had the equipments installed. We were brought in to reduce the volume of customer complaints due to quality notifications.
We walked the end-to-end process and isolated the root causes, using our frameworks, we identified critical steps in the process that needed to be streamlined. We reduced the number of customer complaints in the call center volume by 57%.
Sales declining year over year at the largest distributor in Latin America that carried flagship products.
Baseline: Decline of sales up to 15% year over year.
Improvements: Sales increased by 26% using the same number of sales representatives.
One of the biggest distributor of generators in Latin America, started to experience decline in sales of 10%-15% over the past 3 years. This distributor center carried the flagship products for the company. We were brought in to identify the root causes of the decline in sales, and implement a strategy to get back to sale goals.
We used the Six Sigma frameworks to analyze sales data, variables and and identify root causes. After working on site with the distributor for 6-8 weeks, we defined an improvement plan to recover the sales lost over the past 3 years. After the improvements were implemented, the distributor exceeded sales expectations for the year by 26%.
Videos for marketing campaigns rejected by 63%.
Baseline: Videos for marketing campaigns rejected 63% of the time.
Improvements: Decreased rejection of videos for marketing campaigns from 63% to 10%.
Vendors that wanted to set their online marketing campaign, were frustrated that the videos submitted were rejected with no reason of rejection. Not knowing the reason, customers uploaded multiple versions of the same video to see what video would be accepted, representing additional time for the customer in trying to make their online marketing campaigns work. We identified that videos had a rejection rate of 63%, the specific reason of rejection was not clear enough even for internal teams.
Working with the video moderation and software development teams, we mapped out the end-to-end process identifying loopholes that caused key video information to be lost and therefore, rejection of videos that met the specifications provided. With the team, we redesign the workflow of video approval and incorporating the video specifications evaluation at each step of the process, reducing the video rejection to from 63% to 10%.
Company website online presence stagnant with no changes on leads generation.
Baseline: No sales lead coming from the online website.
Improvements: Sales lead generation increased 40% in 3 months.
The digital marketing team of a fortune 500 company, was struggling to drive sales from their website. We wanted to look at root causes on why the online presence was stagnant and was not driving leads generation from capture to closure.
We analyzed the data behind the entire website, and ran statistical analysis to identify the best combination of layout and removed the sections did not monetized. Working directly with the digital marketing team, we presented a new layout to increase leads generation. This changed increased lead generation of 40% over a period of 3 months.
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