Case Study: Major Consumer Electronics Manufacturing Company achieves millions in savings with Alorica

Major Consumer Electronics Manufacturing Company - Customer Case Study

Major Consumer Electronics Manufacturing Company partnered with Alorica to improve customer experience and cut the high cost of support for its desktops, portable computers, and tablets. The company was struggling with low self-service success rates, a broken registration process in retail units, confusing warranty information, and a heavy volume of technical support calls.

Alorica analyzed call data, customer journeys, forums, and support content, then recommended and helped optimize the web portal, self-service flows, warranty messaging, registration process, diagnostic tools, and multichannel support options. As a result, self-service improved significantly and the company reduced phone support staffing by nearly 15%, saving millions of dollars annually and reinvesting in infrastructure and tools to further enhance CX and agent efficiency.