Case Study: Global BPO Service Provider achieves real-time customer experience insights with BRIDGEi2i Analytics Solutions

CRM Personalization for a global BPO service provider

Global BPO Service Provider, one of the world’s leading customer experience outsourcing providers based in the USA, needed better transparency into customer metrics across regions and business functions. BRIDGEi2i Analytics Solutions was brought in as a data science partner to help create real-time operational dashboards with both global standardization and regional specifications.

BRIDGEi2i Analytics Solutions consolidated disconnected reports into a single source of truth, integrated heterogeneous data sources, and built a robust operational data model. On top of this, it deployed a customer experience watchtower that tracked 60 key metrics in real time across regions and functions, supported handheld insights for coaches, and helped drive measurable impact including 1.7bn in revenue, 5% end-customer retention, and 360-degree customer experience tracking.