Increasing customer satisfaction through digitization and integration of AI-services

Challenge:
A leading provider of software, financial services, and digital platforms in the healthcare market was facing stagnation in its service portfolio, which resulted in lower customer satisfaction from its B2B segments.

Idea:
Modernization of customer operations processes through new vendor acquisition, new technology development and implementation, and adoption of automation and digitization tactics

Objective:
Improvement of B2B customer experience through digitized services and AI-enabled self-care processes

Solution:
1. Recording, optimization, and redesign of processes
2. Designing requirements from all specialist areas, in particular Customer Service
3. Oversight of the implementation and selection of vendors
4. Management of the entire project from design to execution of the new AI-services (e.g. ChatBot) and the adoption of digitized processes for better customer operations