Case Study
Automation of the Scripts and Questions Run by Marketing Sponsors
About the Client: The client is one of the major lead suppliers of data to various marketing sponsors who sell various household products to consumers. The marketing sponsors come out with some of the other new household products to enhance their sales they require the right set of the potential customer database.
Business Challenge and Business Need
The client used to run different questions/ scripts/ campaigns at different contact centers to procure the right set of customer databases but the issue the client used to face is most of the centers used to delay the script or question activeness delayed by one day and were not able to do that on the real-time basis because of their CRM real-time inefficiency.
- Client questions/scripts were ready but contact centers used to delay the activeness of the same on real-time basis.
- For the production of the data, the client had to wait for two days.
- Most of the contact centers used to say their CRM database cannot take the real-time updates and they need to do the work on-off production hours.
Solution Provided by CEGURA
- We developed a CRM which can take updates real-time.
- Any question or script of the client can be added on the front end any time off production hours or on production hour was not an issue.
- Created a continuous test optimization framework
- Designed processes for test optimization encompassing end-to-end cycle
- Continuous analysis and fine-tuning of the entire test framework
- The production wait time of the client was being reduced to ZERO from 2 DAY’s
