A major medical device company has 80+ Customer Service Reps and hundreds of products.
One of their biggest clients purchases 15 defective units of a product. The client contacts Customer Service at the medical device company about the issue on several occasions, but no solution is offered. Frustrated, he finally contacts the CIO.
The fix turns out to be a very simple one and had it been brought to the attention of the CIO sooner, it could have been remedied before becoming such a big problem.
The CIO wonders how many other product defects or customer service issues remain pending. He knows that if he could analyze the emails, instant messages, voice-to-text and surveys exchanged between his reps and their customers he could greatly improve their customer service AND save the company money.
Enter Mozzo Analytics
Case handling time is defined as the time a Customer Service Rep spends on a service call plus the time they spend after the call entering their notes into their business intelligence system.