Quality & Digital

The Challenge

Leading US Remittance market leader where customer dissatisfaction (DSAT) is a concern impacting our client's market share.

Key Issues

High customer dissatisfaction (DSAT)
Communication gaps
Knowledge issues
Process inefficiencies
Market share impact

Business Impact

Declining market share
Customer churn
Revenue loss
Brand reputation damage
Competitive disadvantage

Our Approach

Comprehensive solution combining people, process, and technology improvements to address customer satisfaction challenges.

People

Standard Script, Process Knowledge Tests Rigor & Communication Training

Process

Value Stream Mapping & DMAIC Six Sigma Project to improve DSAT

Technology

Cognitive AI for reminders, KYC status, conversation analysis & evaluation

Technology Implementation Details:

Leveraged Cognitive AI to send auto reminders to clients
Display real-time KYC status
Analyze conversation between Customer & Agent
Generate AI-powered Automated Evaluation
Scoring & Supervisor Alerts

Outcomes & Results

DSAT Reduced

Significant Improvement

IND: 25% to 15%

COL: 22% to 14% (Exceed Target)

$2 Million

Annual Savings

Cost savings achieved through improved efficiency

Effective Communication

Improved communication skills across the organization

Knowledge Gaps Addressed

Comprehensive training and knowledge management

Process Optimization

Streamlined processes and technology integration

Key Success Factors

Training & Development

Standardized communication scripts
Rigorous process knowledge testing
Comprehensive communication training
Continuous skill development

Process Excellence

Value Stream Mapping implementation
DMAIC Six Sigma methodology
Data-driven decision making
Continuous improvement culture

Case Study Summary

Client

Leading US Remittance Company

Industry

Financial Services - Remittance

Solution

Customer Experience Transformation

Timeline

12 months

Key Technologies

Cognitive AI
Six Sigma DMAIC
Process Automation
Knowledge Management
Real-time Analytics

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