ONBOARDING JOURNEY OPTIMIZATION UNCOVERS MILLIONS IN SAVINGS
For new customers, the onboarding experience in the first few months is critical in shaping their perception of a company. A major US wireless provider wanted to understand this end to end onboarding journey with the goal of improving the customer experience, as well as the operational approach.
They were looking to answer these questions:
- How do different activation experiences effect churn and WTR?
- Are customer’s able to self-serve?
- Where are customers having issues?
Insights from this analysis represented 3.4M annual call reduction, ultimately saving over $15M.
Read how ClickFox provided the end-to-end, connected, customer journey needed for this specific, complex, analysis, showing the platform’s flexibility to support any ad hoc analysis required by business analysts.