The problem
A global technology, software, and cloud services company was struggling to monitor and turn social media feedback into actionable insights to improve customer experience. Resources were spread too thin over multiple internal tools attempting to track customer issues, and teams couldn’t scale up to drive service reliability or proactive customer engagement. Customer service and operations teams weren’t aligned, and sales people were frustrated by a lack of insight into their accounts’ interactions. Service reliability was surfacing as both a key sales blocker and customer attrition driver. Cloud services customers were reacting via social media before seeking support from the company, and the company was often embarrassed and caught off guard by learning of events and issues from their customers.
The Blueprint Way
Blueprint built a global listening and early warning system for events impacting the customer experience—planned and unplanned—to enable teams with the agility to mitigate or eliminate customer impact in near real-time. The system monitors, aggregates, correlates, and analyzes multiple data sources for products and services and makes critical information available to customer experience stakeholders. Teams managing experience can select specific products and services to monitor, view the results over a dashboard on the corporate network or mobile applications, and set thresholds to trigger alerts specific to their customers.
Strategy
Assess: We analyzed data, customer behavior and satisfaction, field feedback, data source availability, internal tools, monitoring and communication processes, and competitive benchmarks.
Model: Based on assessments, we designed a global listening and early warning system for events impacting the customer experience that enables quick reaction and course correction in the moment to mitigate or eliminate customer impact.
Execution
People: We assembled a development team and used an agile methodology to co-develop the system alongside client FTE’s, using disparate data sources across dozens of client organizations.
Technology: We developed and deployed a real-time customer experience dashboard, monitoring and alert system, and BI platform, tapping into key data such as Service Health, Support Cases, Social Media in real time.
