CUSTOMER PROFILE
01 CHALLENGES
Neo Financial faces several pressing business challenges. Firstly, they grappled with a convoluted data flow, hindering operational efficiency and decision-making processes. Secondly, the necessity for a separate integration instance for key accounts between Zendesk (ZD) and Amazon Connect (AWS) posed integration complexities, potentially impeding data management. Additionally, managing scheduling proved challenging, with a mix of full-time and part-time variable schedules, necessitating effective resource allocation. Addressing these challenges required streamlining data flow processes, enhancing integration between systems, optimizing scheduling mechanisms, and implementing strategies to mitigate delays during critical periods. Resolving these issues was vital for Neo Financial to maintain operational efficiency and achieve their business objectives seamlessly.
02 SOLUTION
To address the complicated data flow, Neo and Playvox ensured the data was mapped accurately. Through collaborative efforts and scheduled calls, Neo was able to generate a forecast that met their needs.
For the challenge of establishing a second integration instance, Neo navigated through added complexities by opening tickets and collaborating closely with both internal and Playvox support teams. This meticulous approach ensured the integrity of data across systems, mitigating potential integration issues.
Neo undertook a comprehensive review of requirements and made necessary adjustments aligned with contract hours and desired shift frequencies to address scheduling complexities. This process allowed them to tailor schedules to meet specific client needs while adhering to contractual obligations.
By leveraging teamwork, proactive communication with support channels, and meticulous planning, Neo successfully addressed these challenges. Moving forward, Neo will remain committed to continuous improvement and collaborative problem-solving to optimize operational efficiency and deliver exceptional service to our clients.
03 RESULTS
Neo Financial has achieved significant improvements in various key metrics following their initiatives.
First, their forecasting accuracy has seen a remarkable enhancement, achieving results within a margin of 2-3%. This precision has left stakeholders impressed with the newfound accuracy, enhancing decision-making processes, and operational efficiency.
Second, their service level metrics, particularly on Mondays and Tuesdays, have undergone a dramatic transformation. Previously, with only AWS in place, service levels plummeted to as low as 25%. However, following the implementation of new strategies, service levels surged to an impressive 80-90% during the first week. This improvement is attributed to better workforce management, ensuring staff were allocated effectively, resulting in improved productivity and service quality.
Neo Financial has made substantial strides in reporting capabilities. They now boast a plethora of reporting options, significantly more extensive than their previous setup. This expanded reporting suite equips stakeholders with comprehensive insights and analytics, empowering them to make informed decisions and gain deeper insights into their operations.
Overall, these improvements underscore Neo Financial's commitment to enhancing performance and delivering exceptional service to their clients. By leveraging advanced forecasting techniques, optimizing workforce management, and enhancing reporting capabilities, Neo Financial has positioned itself for continued success and growth in the financial services industry.
