Company Overview
Our client is a leading realty developer in India, known for its luxury projects and timely delivery. The client has created some unique and innovative residential and commercial properties, whose popularity is increasing substantially. Our client has earned numerous awards for their excellence in real estate development and the positive impact they create on society.
Business Challenges
The client faced several key business challenges, attaining operational efficiency and customer satisfaction. These challenges were:
Inefficient Customer Service
The client struggled to optimize its customer service operations. Despite having a large customer service team, they faced challenges in measuring the effectiveness of their case resolutions. The existing systems did not provide real-time insights into customer service performance across different regions, agents, and project types, which led to inefficiencies and a slower response to customer needs.
Inability to Retain Customers
The client wanted to build a customer loyalty program by gaining a better understanding of the factors influencing customer loyalty. Their goal was to determine how loyalty was built (referrals, upgrades, additional purchases) and the areas of improvement for to increase the lifetime value of customers and enhance the overall loyalty experience.
Unstructured Data and Feedback
The client also struggled with unstructured customer feedback data. Analyzing large volumes of text including feedback from customers, complaints, and suggestions was time-consuming and inefficient. The company needed an AI-powered solution to process and categorize these insights quickly and accurately, enabling faster decision-making.
Kasmo’s Solutions
Kasmo understood the challenges faced by the client and proposed a comprehensive AI and data analytics-driven approach. Our experts focused on two key areas: Customer Service Dashboard Analytics and Customer Loyalty Program Analytics which will help build customer loyalty programs and prevent customer churn. They leveraged Snowflake’s cloud architecture, machine learning models, and NLP libraries to help the client navigate their challenges:
Customer Service Dashboard (Data Analytics)
Kasmo developed a dynamic customer service dashboard that enabled our client to analyze customer service performance across multiple factors, such as brand, region, city, project, department, and individual agents. This dashboard helped them understand how effectively issues were resolved in a single interaction. The solution integrated data from Salesforce, that helped in tracking the efficiency of case resolution.
The dashboard provided a clear view of service performance, helping our client to identify areas for improvement, monitor agent performance, and optimize resources to enhance customer satisfaction. This solution also helped the company reduce repeat calls, improve issue resolution times, and provide customers with a better experience.
Customer Feedback and Sentiment Analysis
Kasmo implemented an advanced Sentiment Analysis model using NLP techniques to analyze customer feedback, complaints, and suggestions. This model automatically categorized customer sentiment into positive, negative, and neutral categories and flagged severe issues requiring immediate attention.
The analysis allowed our client to prioritize complaints based on customer impact, reduce response times, and improve the overall efficiency of the customer service team. By understanding the most common words and sentiments expressed by customers, the client could now detect emerging issues and improve their service delivery.
Complaint Root Cause Analysis (Data Science)
Kasmo developed a Root Cause Analysis solution using machine learning algorithms to assess the underlying causes of customer complaints. By analyzing complaints across various projects and customer service interactions, the new and updated system identified patterns and root causes which will help them build customer loyalty programs. This provided our client with actionable insights to improve service quality and prevent recurring issues.
This model also helped our client categorize complaints more accurately, ensuring that service teams could address the right problems at the right time, further improving customer satisfaction.
Results Achieved
The implementation of Kasmo’s AI-driven solutions led to significant improvements. Here are some of the key results achieved by the client:
- Improved Customer Service Efficiency: With our solution, the client optimized customer service, reduced resolution time, and increased satisfaction.
- Better Targeting of High-Value Customers: With the Customer Lifetime Value dashboard our client achieved targeted marketing and retention strategies, increasing customer acquisition and retention.
- Enhanced Loyalty Program Insights: Loyalty Analytics identified key drivers of loyalty. The client can provide personalized offers with this solution, increasing customer engagement and loyalty.
- Proactive Issue Resolution: Sentiment and Root Cause Analysis identified and addressed emerging issues which helped the client achieve better brand reputation and customer satisfaction.
- Data-driven decision-making: The client can process data in real-time, optimizing informed decision-making across departments.
