Case Study: a leading CX company achieves faster job turnaround and happier customers with Emvisage

Leading CX Company - Customer Case Study

Emvisage worked with a leading CX company that was struggling with a time-consuming and manual process for gathering site information and photos needed to create quotes. As job volumes grew, this process, which relied on emails, forms, and phone calls, became a significant bottleneck. This created an inconsistent and inconvenient experience for their customers, who desired a faster, simpler way to provide the necessary details.

The solution implemented by Emvisage utilized its Customer Portal to automate the entire information-gathering process. This guided customers with reminders and examples, while automated notifications and reminders were sent via SMS and email. The result was a 24x improvement in speed, reducing the process from over a week to just hours. This automation freed up the operations team, allowing them to handle 32% more jobs while delivering a significantly better customer experience.