Client Background
- US based aerospace manufacturing company
- $12B in revenue and 35,000 employees
Business Challenge
- Limited visibility across different business systems with technical documents stored in PDF and Word documents
- Infrequent reuse of resolutions to known problems caused unnecessary delays in responding to troubleshooting requests from airlines related to the companies’ products
The Baker Tilly Approach
- Rapid aggregation and correlation of structured and unstructured data that was presented in easy to use dashboards.
- Used text tagging on unstructured data to derive search attributes from documents and customer service logs
- Implemented summary and granular views for deeper insight into previous or new airplane issues for all customer support personnel
Business Impact
- Improved response times by call center representatives
- Improved call center productivity through faster time to resolution of customer problems
- Increased first call resolution and proactive management escalation for recurring issues
Download the case study in PDF format >