Case Study: a Big Four accounting firm reduces shared services costs with ChatLingual

ChatLingual Makes Global Shared Services Possible Through Innovative Multilingual CX

A Big Four accounting firm, with over 400,000 global employees, faced the challenge of consolidating its disparate shared services from more than 25 regional offices into a single, low-cost hub. The firm needed a secure solution compatible with its six different CRM instances and Genesys routing that could support all employees in their preferred languages. They partnered with ChatLingual to overcome these language and technological barriers.

ChatLingual implemented its real-time messaging solution and AI chatbot, which integrated seamlessly with the firm's existing CRMs and met its high infosec standards. The platform enabled universal agents in the new hub to support any global employee in their native language via chat, email, SMS, and social channels. This solution from ChatLingual successfully reduced operational complexity and costs, improved employee satisfaction (eNPS), decreased attrition, and has been rolled out to 40 regions with hundreds of users.