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

Credit insurance and debt protection product seller Assurant solutions ran the classic call center customer service quickly optimized, "skills crushed," management enlightened. But when this study analytics approaches to rethink as the center worked, a strange thing happened: the success to reach customers in three times. According to Cameron Hurst, vice president of Targeted Solutions at Assurant, the result surprised them. "We have learned that the effectiveness of those traditional metrics and customer experience as a refuse rate, service level and average speed to answer is not that keep the customer on the books." They found that instead of technology can help a company to keep customers using the fact that some of the customer service representatives are extremely successful in the fight against certain types of customers. The compliance of a particular client in the call to a particular reputation for customer service has made a huge difference. Science and analysts could not determine why such understanding would be unlikely to happen, but they were able to look at past experiences and predict with great accuracy, that the understanding is not likely to happen. In this case, the SMR-study interview, Hirst explains how Assurant solutions found the right questions to ask, use analytics to focus on new ways in accordance with the repeat customers and found out the best way to solve the problem of conflicting objectives. "Hide
by Michael S. Hopkins, Leslie Brokaw Source: MIT Sloan Management Review 9 pages. Publication Date: January 1, 2011. Prod. #: SMR373-PDF-ENG

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