SAMPLE CASE 1: LEADING GLOBAL MEDICAL DEVICE MANUFACTURER – GLOBAL CUSTOMER CARE DESIGN

Client Challenge:

• Over 220 global customer-facing sites that lacked consistent business processes that drove cost and customer dissatisfaction
• Numerous hand-offs among different lines of business driving costs to organization.
• Lack of “customer experience” owner and inability to capture customer data/feedback were the main issues.

KPMG Response: 

KPMG developed a customer service strategy framework and a contact center operating model based on in-house and outsourcing options. KPMG reviewed current state architecture and defined future state requirements to support global contact center hubs. As a result, a future state contact center operation model was designed and customer service strategy was transformed.

SAMPLE CASE 2: GLOBAL TELECOMMUNICATIONS COMPANY – CUSTOMER EXPERIENCE TRANSFORMATION

Client Challenge:

Company was suffering from customer dissatisfaction and attrition due to broken customer experience including:

• Redundant and conflicting billing, customer care, product pricing and delivery systems.
• Daunting registration and purchasing challenges.

KPMG Response: KPMG helped the client develop and actualize a clear vision for the optimal digital customer experience – which is driving enhanced customer satisfaction, improved capabilities and improved adoption via:

• Seven multi-dimensional customer journey maps documenting ideal state customer journeys throughout the Learn, Buy, Get, Use, Pay and Support life cycle.
• Clear and consistent communication between the digital strategy and architecture, development and product management teams.