Customer Sentiment and In-Depth Analytics for a Waste and Recycling Company
Solution: DataStitch Fusion and Strategy
Industry: Consumer Services
Company: Waste and Recycling
A very large waste and recycling company was looking for a better way to gather, integrate and analyze data from multiple sources including web forms, emails, and service tickets. Several disparate applications had been tested but couldn't deliver the complete solution. The precise use of AI-based tools that are automatically incorporated in the DataStitch platform increased customer response times and reduced the time that the managerial staff spent reading the communications.
Challenge
- Data input duplication between CRM, Service Desk and reporting tools
- Leadership team was spending excessive amount of time sorting and analyzing customer feedback and requests
- Limited integrations between the Service Desk and Accounting software
- No mechanism to route new sales leads to the correct team
Solution
DataStitch Fusion
Data integration and management
DataStitch Strategy
Data analysis and planning
Success Stories
- Real-time Geographical mapping to show distribution of complaints, inquiries and new sales leads
- Daily and Weekly reports to recap customer feedback with AI determining several key factors
- Implemented Service Desk so that customers can open tickets online and track progress
- Saved Leadership team over 20 hours per week of time with new automated processes
- Insight into key metrics that were previously unavailable including Average Resolution Time, Sentiment Scores, and Retention Rate to name a few