Wingo Starr Group Cronology
Coffee Chain Giants Enriching High Customer Satisfaction Levels
Cost saving up to 80 %
Reducing average handling time
Seamless process flow of onsite technician to fix/ repair customer
Ease of access and timely and accurate disseminate of information
Provide high quality training to customer service representative
Seamless workforce following the custom-made workflow
Our client is a well-known in coffee chain in the world – 5000 location and estimate of 10,0000gourmet coffee bar. Among of the client main competitor is Starbuck and Coffee Bean. The client invented the world’s first ever self-service gourmet coffee bar with great quality coffee even more accessible to consumers consume throughout the world. Hence, the client wants a seamless one contact centre where the parties able to get quick resolution. The aim was to provide customer and vendors good service and reputable brand. They wanted to stand by their commitment and prioritiesin delivering quick good coffee for the customer
- Our client is one of the largest competitors in coffee chain industries in South East Asia compared with other reputable coffee brand.
- They want our support in building a robust and enrichment of customer service experience.
- Their objective to become the number one of coffee brand in South East Asia and in the world.
- Reduce operation cost – workflow , high operation, no customer agent and talent andtroubleshot to parties
- To put our client businesses at par with other competitor, the key challenge was to build the workflow and hiring the right people with suitable skill sets
After studying our client’s ecosystem and assessing the specific exigencies of the client’s business, we planned customer processes. Our knowledge of analytics and training modules assist us in the Customer Life-cycle Management support for the client’s onsite technician services. The solutions that were tailored were:
High conversion and growth in Coffee chain business
Maximize the productivity and improve an agent efficiency
Reduce machine resolution down time from 13 hours to 2 hours