Matchmaking With Math: How Analytics Beats Intuition to Win Customers Harvard Case Solution & Analysis

Credit insurance along with debt protection product seller Assurant Solutions ran a classic customer care call center -operationally optimized, "abilities-routed,"managerially knowledgeable. Nevertheless , when it investigated analytics-based approaches to rethinking how the facility worked, a strange thing occurred: The achievement rate for customer interactions tripled.

Matchmaking With Math How Analytics Beats Intuition to Win Customers Case Study Solution

According to vice president of Targeted Alternatives at Assurant, Cameron Hurst, they were surprised by the result. "We learned that operational efficacy and those traditional metrics of customer experience like left rate, service amounts and average speed to answer are not the things that keep a customer on the books. "They found instead that technology could help the organization in retaining customers by leveraging the fact that some customer service reps are very successful at coping with certain types of customers.

Matching each specific in-calling customer to a particular customer care representative made a big difference. Analytics and Science couldn't quite establish why a particular rapport would be likely to occur, but they could look at past experience and forecast with a lot of precision that a rapport would be likely to occur. In this SMR case study interview, Hurst used analytics to focus on new approaches to match customers with representatives, explains Assurant Solutions figured out the right questions to ask and figured out the best ways to solve the problem of conflicting aims.

PUBLICATION DATE: January 01, 2011 PRODUCT #: SMR373-HCB-ENG

This is just an excerpt. This case is about INNOVATION & ENTREPRENEURSHIP

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