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Resolving Delivery Delays and Restoring Customer Satisfaction for a Leading CPG Company

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Addressed more than 18,000 tickets in queue
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Handled an average of 166% of forecast to variance against closures
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Average forecast variance against worked
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Exceeded closure rate goal by 17%
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Challenge

Solution

  • Challenge

    When a prominent consumer packaged goods (CPG) company transitioned to new distribution centers, they encountered unexpected issues with parcel delivery, leading to a significant backlog of support tickets. As ticket volumes surged, the company struggled to maintain timely responses, which began to impact customer satisfaction. They needed a reliable partner to scale resources quickly, streamline ticket management, and improve response times.

  • Solution

    Arise partnered closely with the client to assess and categorize the ticket backlog, identifying areas for process optimization. Together, we developed a strategy to prioritize tickets based on urgency and impact. Through a well-designed virtual learning program focused on the client’s needs, Service Partners were certified to manage the increased ticket volume, ensuring that every inquiry was handled efficiently.

    To equip agents with the skills needed to resolve these complex delivery issues, we provided targeted upskilling, focusing on effective communication and best practices in ticket management. This empowered agents to deliver proactive, transparent updates to customers, keeping them informed and reassured throughout the process.

    Additionally, we leveraged the Arise® Platform’s quality and performance management toolset to monitor and maintain high standards. This ensured that each ticket was addressed swiftly, meeting or exceeding customer expectations in terms of speed, accuracy, and resolution quality.

Results:

With Arise’s support, the CPG company achieved remarkable improvements in their ticket resolution process. In total, Service Partners on the Arise® Platform addressed over 18,000 tickets in the queue, clearing the backlog and restoring normal response times. Service Partners consistently outperformed expectations, handling an impressive 166% of the forecasted closures and achieving a 468% average forecast variance against hours worked. By the end of the project, Service Partners exceeded the closure rate goal by 17%, ensuring inquiries were resolved swiftly and effectively. This proactive communication and efficient ticket management not only restored customer satisfaction but also reinforced trust and loyalty, transforming the overall customer experience.

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