Resolute Software helped a large, global customer experience (CX) technology and services innovator overcome the barriers of working by home by creating the virtual workplace of tomorrow. This project enabled our client to not only enhance their team’s productivity and improve their communication but also increase the overall customer satisfaction score. The result of this 6 month project was a graphically rich, easy-to-navigate and engaging virtual business center that makes employees feel as if they are at the office and not separated by, in some cases, continents.

Challenge

As the client organization serves global brands, there is a constant need for its customer service representatives to collaborate efficiently across teams regarding questions, concerns and customer requests. Typically, the team must toggle between numerous disparate systems and dashboards as they provide service to their clients. Accessing and assimilating information stored across different systems is time-consuming and inhibits effective collaboration, which must happen in real time to deliver on customer expectations for service quality. The organization needed a strong full-stack development team to design a unified platform that provided seamless access to all the tools contact center employees use within their daily workflow, and quickly iterate on the target application within an ambitious timeframe. Additionally, they wanted their employees to feel happy and motivated at work by offering them a visually stimulating UX experience.

Solution

Resolute provided a strong team of six veteran developers who were proficient in the client’s preferred tools and technologies. They were able to ramp up quickly and collaborate efficiently with the client’s internal data team, despite representatives being distributed across the globe. They were also able to implement an Agile development process to achieve the client’s technical objectives. They created an engaging platform containing many functionalities that facilitate the work but also improve the overall mood of the team.

Results

Resolute’s team is pleased to have had the chance to create the workplace of tomorrow – one that enhances productivity, improves the communication, collaboration and efficiency of serving the clients. One of the biggest values it brought was the improvement of the customer satisfaction scores due to faster issue resolution & more effective problem-solving.