Case Study: Leading Protection and Assistance Company achieves 37% higher customer satisfaction and 40% faster call resolution with Happiest Minds' mCaaSTM

Self Knowledge Assembly Platform Transforms Customer Service

Happiest Minds partnered with a leading protection and assistance company that needed to modernize its contact center. Customer calls typically required 15–20 minutes to resolve plus another 15 minutes for call logging, and there was no way to extract actionable insights from the growing volume of service-call data. The client wanted next‑gen digital assistance and advanced end‑user analytics to improve efficiency and differentiate its service.

Using its mCaaSTM platform, Happiest Minds implemented speech‑to‑text, audio classification, sentiment analysis, predictive analytics and advanced dashboards to automate call logs and surface insights. The digital solution freed up agent time, increased query throughput and delivered measurable impact: 40% faster call resolution, 60% shorter call summarization, a 37% rise in customer satisfaction and a 10% lift in cross‑sell/up‑sell opportunities.