Process Mining applied to Customer Experience

Service subscription

Livejourney usecase customer-experience service subscription
Livejourney usecase customer-experience service subscription
Livejourney usecase customer-experience service subscription

THE CHALLENGE

The issue for this company was to decrease the rate of lost customers during the subscription process and/or the rate of critics.

THE SOLUTION

Livejourney is able to capture all interaction, whether made by the customer or the company back office. Its dynamic and time-led mapping provides an at-a-glance view of call repetition, back-and-forths between different departments, and lead time.

THE OUTCOME

Livejourney identifies events occurring in both the customer journey and back-office processes

livejourney usecases

1

customer journey

livejourney usecases

3

months

usecase KPI decrease

- 35%

call-backs

Account opening

Livejourney usecase customer-experience account opening
Livejourney usecase customer-experience account opening
Livejourney usecase customer-experience account opening

THE CHALLENGE

For an online bank, it is essential to fulfil commitments made to customers (or future customers) when opening a new account. The company’s brand is at stake.

THE SOLUTION

By mapping all steps leading to an account opening, Livejourney successfully identified 40% of reworks between two steps: “document sending” and “bank checking”. It was in this part of the process that wasted time, leading to failure to meet deadlines promised to customers, was located.

THE OUTCOME

By improving training for call center staff and reviewing the document scanning process, account opening times were reduced and customer satisfaction was increased.

livejourney usecases

1

account type

livejourney usecases

6

months

usecase KPI decrease

- 3 days

for the account
opening process

livejourney usecases

+ 10 points

in customer
satisfaction

Marketing campaign

Livejourney usecase customer-experience marketing campaign
Livejourney usecase customer-experience marketing campaign
Livejourney usecase customer-experience marketing campaign

THE CHALLENGE

For any service provider, marketing campaigns are one of the tools available to attract new customers. That’s why marketing vendors that manage these strategic communications must be able to deliver high performance.

THE SOLUTION

With Livejourney’s Tower Control, it is possible to have fact-based benchmarking for all suppliers and all campaigns in real time. It is also easy to track and compare business KPIs such as productivity per hour, timeframe to get a customer agreement and conversion rate

THE OUTCOME

With indisputable metrics, a telecom operator was able to renegotiate its contracts with vendors and increase productivity.

livejourney usecases

12

marketing campaign types

livejourney usecases

1

year

livejourney usecases

+ 10%

conversion rate

Customer touchpoint analysis

Livejourney usecase customer-experience customer touchpoints analysis
Livejourney usecase customer-experience customer touchpoints analysis
Livejourney usecase customer-experience customer touchpoints analysis

THE CHALLENGE

For an international B2B company, customer care is a core concern. That’s why all communication channels must be able to answer customers without switching touchpoints and generating weariness.

THE SOLUTION

Livejourney is able to capture the entire customer journey based on CRM and website data. Its dynamic and time-led mapping provides an at-a-glance view of loops, single and multiple-channel customers, and the order in which channels are used, for each reason, day and time.

THE OUTCOME

First of all, customers are multichannel users! Among those who use multiple channels, 20% call after having used the chat module on the website and 5% of them send an email. Because you can drill up and down in Livejourney, it’s very easy to spot the 8% of customers who have more than 50 touchpoints in a month…

livejourney usecases

1

country

livejourney usecases

1

month

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