Manufacturer of Sporting Goods and Safety Equipment Company Case Study
Our client is a US-based manufacturer and distributor of sporting goods and safety equipment. The nationally recognized company makes more than 2.5 million dollars in revenue a year and primarily focuses on producing high-quality products and delivering excellent customer service. The client contacted Cogneesol for assistance with their customer support operations.
The Business Challenges
It was challenging to identify areas that needed improvement; we established a global process development program along with a business process management team in order to find the client company’s areas of improvement.
Out of more than 200 areas clearly-identified by our team, we found the foremost challenge was to help the client move from an outdated customer feedback process to a new, more reliable one.
The client experienced a decline in capture rates because it was complicated for consum-ers/prospects to register with the system, and the average response time for queries/feedbacks sent by customers was way longer than the customers’ expectation..
Cogneesol helped us keep our promise to customers, grow our customer base, improve market reputation, and increase revenue. Highly recommended!
In response to several inter-connecting challenges, we, at Cogneesol, brought a suite of solutions to make the customer feedback process flawless, helping the client attain their end goal - client satisfaction.
We brought in a dynamic digital solution to streamline the customer feedback process and automated responses to basic and frequently repeated queries.
Besides, we established a change management team to develop a new process for customer support. After fulfilling the design and IT requirements, our team utilized unique methods ensuring the new process design was practical and has followed change protocols.
Project completion and submission – we finally completed the project giving the client an agile system for customer feedback management and support, helping them identify key points that could support improving customer satisfaction in the coming times.
The Impactful Results
Through the solutions provided by Cogneesol, the client experienced better management of company-customer relations.
The new customer feedback collection process;
- Has reduced the average time taken for registration from 4 minutes to 40 seconds
- Has increased feedback capture rate
- Has reduced resolution time by 50%
- Has helped the client with process metrics monitoring using a user-friendly dashboard, leading to better resolutions within less time
As the client got the ability to understand feedbacks in a more transparent manner, they;
- Reduced inventory levels using the global planning system and considerably reduced inventory management costs by 20%
- Decreased per-shipment expenditure by 15%
- Reduced customer churn rate by 40%
The client has also experienced a significant increase in customer loyalty and financial profitability.
It is always a pleasure to learn that the work we do has positively impacted our clients and that they are happy to share their experiences.
Team Cogneesol onboarded most swiftly and almost immediately understood our organization’s culture and customer strategies. They helped incorporate best practices into our existing action charter taking service delivery a few notches up. Our customers write back happy notes for sales services rendered. The team has helped us set new benchmarks!
As we diversified into the Australia market, customer care and support were our primary concern. We wanted to set the best standards right at the beginning. Cogneesol’s team of experts act as an extended arm of our account management team, and execute our customer strategies at 100% service delivery levels, helping us carve out our niche in a new market.
So far, an offline business, when we forayed into the online space, we were faced with a variety of customer support issues. Cogneesol deployed their team on a war footing to understand the gaps, design support solutions, and implemented them at record time. We now have customer resolutions at the highest level with under 24-hours TaT.
Our business delivery is heavily dependent on positive customer experiences. Being a travel company, one bad customer experience can create rippling imprints in the digital world. With Cogneesol’s help, we have devised a complete end-to-end customer service strategy that takes care of customer experience at every stage leaving nothing to chance.