Outsource Function –
Customer Support Solutions

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.

customer support solutions

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more than 200 areas clearly-identified by our team, we found the foremost challenge was to help the client move from an outdated customer feedback process to a new, more reliable one.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!

Our Solutions

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.

Client Testimonials

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.

Get in Touch With Us

Find out more about how Cogneesol can help you transform your business. Let us know your key areas of interest so we can serve you better.
Contact Us