Case Study: Codere Online improves customer service visibility and proactive issue detection with EdgeTier

Opening a window into customer service issues and team coaching opportunities

Codere Online, a multinational gaming and leisure group, faced significant challenges in gaining visibility into its customer support operations across multiple regions. The company struggled with a lack of a consolidated view of performance data and relied on slow, manual processes to understand and react to customer issues, risking missed opportunities to improve the customer experience. To address this, they turned to EdgeTier for a solution.

EdgeTier implemented a platform that integrated with Codere Online's chat systems to analyze all customer service data in real-time. The solution provided a centralized dashboard for exploring data, comparing team and agent performance, and automatically tagging customer emotions and topics. This allowed for proactive anomaly detection and instant alerts on emerging issues. The results included a dramatic increase in data visibility, the ability to instantly conduct analysis that previously took days, and significantly faster reaction times to customer problems.

Codere Online

Deborah Guivisdalsky

Chief Operating Officer