CASE STUDY
Adopted new customer-centric care model while deploying email support team
Sequential Tech transitioned a long-time Online Legal Services client to a brand new business filing process model and email support team, all in 30 days without impacting existing production
CLIENT CHALLENGE
The client was embarking on a new customer-centric care model in order to improve the customer order lifecycle and experience
The client wanted to streamline the business filings process by shifting from orders being worked in parts by multiple processors to an end-to-end processing model
Improve customer care by introducing an email support team to improve customer order status communication and reduce customer contacts
In order to make the customer-centric transition a success, tight timelines were required for training and ramp up without impacting current customer order flow
OUR SOLUTION
Sequential Tech’s customer experience team used years of legal processing knowledge to develop an aggressive plan to cross-train filing its team
Sequential Tech’s customized training plan focused on enabling a seamless transition to the new customer-centric order model
Sequential Tech leveraged its expertise in mobilizing large customer support teams by developing a layered recruiting and training plan supporting a rapid email support launch timeline
THE RESULTS
Smooth transition to an end-to-end business filings process without any impact on the existing production in just 15 days
Onboarding (hiring + training + production ramp-up) of the email support team in just 30 days
Much improved and timely handling of customer email inquiries, leading to a better experience and reduction in customer contacts
Customers benefit from a marked reduction in the legal services order cycle time
