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  Situation A major PC manufacturer must manage customer relationships using email to drive high satisfaction levels at the lowest possible costs.   Situation Collaboration with the client’s process leaders, Brigade’s team transitions rules-based processes and provides the process and technology expertise to seamlessly connect with client systems  
         
Scope Working closely with the client, Brigade's team takes on the responsibility for-web enabled customer support and data analytics for entire product lines.   Scope Collaboration with the client’s process leaders, Brigade’s team transitions rules-based processes and provides the process and technology expertise to seamlessly connect with client systems
Quality Less than one-hour response time for all emails and record level of issue and resolution customer satisfaction scores. Quality The client typically experienced a 6-month training period of new employees to achieve 90% accuracy. Brigade’s performance has reduced the training cycle time to 3 weeks and increased accuracy to 98.5%.
 
Client Benefits Customer satisfaction ratings comparable to voice at fraction of the cost, greater insight into their customer's preferences and attitudes. Our support to this client was recently ranked as the #1 among PC manufactures by C|NET's secret shoppers survey Client Benefits Higher productivity, higher quality, at 60% lower costs.
 
         
 

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