Case Study: Emtek ASSA ABLOY improves NPS and customer retention with Observe.AI

Emtek delivers 4x more performance feedback, super-charging client care teams

Emtek ASSA ABLOY, a global leader in access solutions, needed to adapt its contact center as it moved from a paper-driven, in-office model to remote work during the pandemic. The team also wanted a better way to coach agents, build trust, and improve customer interactions without relying on subjective QA evaluations, while supporting customer retention and NPS performance.

To address this, Emtek ASSA ABLOY implemented Observe.AI, using its Agent Performance and Coaching capabilities to create real-time feedback loops, full visibility into interactions, and more personalized coaching. The company reported a 25% increase in QA efficiency, 4x more evaluations, and a 6-point gain in its 2020 NPS score versus 2019, despite longer manufacturing lead times and more frustrated customer inquiries.

Emtek ASSA ABLOY

Tammi Zelm

Vice President of Customer Experience