Case Study: an emergency motor-breakdown operator achieves 30% repeat reduction and £2.5m annual savings with MOJO-CX

Emergency Motor-breakdown Operator cuts repeats 30% in 12 weeks with MOJO-CX

An emergency motor-breakdown operator was facing extreme demand volumes during its winter peak, which led to high customer confusion, contradictory information between agents, and repeat contacts that compounded into escalations. This situation was inflating average handle time and damaging customer satisfaction. The company turned to MOJO-CX to address these challenges using its Analyst AI and Leader AI services.

MOJO-CX identified the source of the confusion using its Analyst AI and then deployed targeted script changes to a pilot group of agents. Its Leader AI solution monitored 100% of conversations for adherence to the new scripts. This implementation resulted in a 30% reduction in repeat contacts and complaints, forecasted savings of £2.5 million per annum, and a 34% increase in positive customer experience indicators.