Tools:
Goal:
Providing Serena’s customers with a more efficient and transparent financial experience by simplifying their banking operations and offering comprehensive support is important. Additionally, the proposed solution should improve our Net Promoter Score (NPS) and reduce the number of open requests for duplicate invoices.
It’s important to note that ML Product customers already have a platform, and we need to maintain it without any changes.
It’s important to note that ML Product customers already have a platform, and we need to maintain it without any changes.
Markers:
NPS: 19
First Call Resolution: 98%
Average Response Time: 18min
Solution Adoption Rate: ??
Reduction in Second Invoice Requests: 80
First Call Resolution: 98%
Average Response Time: 18min
Solution Adoption Rate: ??
Reduction in Second Invoice Requests: 80
Solution:
We created the platform for GD clients using the same access mechanism as the ML platform, with only a redirection when detecting the client’s product. This was done to avoid confusion, especially considering that GD clients cannot have the ML product.
The functionalities created to achieve the product’s goal are as follows:
The functionalities created to achieve the product’s goal are as follows:
Complete invoice history: Clients now have access to a detailed history of their previous invoices.
Highlight on the discount received in the invoice: The applied discount on the invoice is clearly highlighted for better understanding.
Ability to download invoices: Clients can directly download their invoices from the platform.
Exclusive support channel via WhatsApp: We implemented a dedicated channel for customer support through WhatsApp.
Results:
NPS: 19 -> 27
First Call Resolution: 98% -> 98%
Average Response Time: 18min
Solution Adoption Rate: 83%
Reduction in Second Invoice Requests: 80 -> 12
First Call Resolution: 98% -> 98%
Average Response Time: 18min
Solution Adoption Rate: 83%
Reduction in Second Invoice Requests: 80 -> 12
