Challenge

We were engaged to support Elsevier develop an interaction analytics capability within customer service. We worked with the business to help them understand how this capability could improve the current agent QA process, as-well-as exploring additional use cases. Following this, we assessed potential vendors and launched an RFP process to select a vendor.

The Solution

We supported the business across three areas:

  • Use case identification and prioritisation
  • Vendor assessment and procurement
  • ┬áBusiness readiness and technical delivery planning

Benefits

Implementation of the new technology is currently underway. The program is underpinned by a clear vision for interaction analytics and a 3 year roadmap for implementing desired use cases, which has sped up onboarding of the new vendor. Additionally, the early identification of key business change activities has helped the business prepare for implementation, ensuring value is delivered this year.