Client Story
Gartner helped the senior director of client services see an opportunity to reduce his organization’s cost to serve by improving customer loyalty and reducing customer effort.
Drive business impact by reducing cost to serve through a low-effort service strategy.
Gartner identified the opportunities for service rep talent management and supported the development of a high-quality staff coaching plan and developing a multichannel strategy.
Client saw first-contact resolution rates rise from 62% to 80%, same-day increase from 76% to 90% and speed to answer drop from six-and-a-half minutes to less than one minute.
Automotive Software
Approx. $7 Billion
10,000
