An OEM organization was using their own complaint management systems, some home grown, some on-prem Contact Management and Omni-channel specific. This created an enormous challenge for an OEM to provide one common view of the customers’ Net Promoter Score (NPS). There was no way to analyze data, run reports without avoiding the endless manual data manipulation. The leadership and teams could not trust the resulting NPS score. Several hundreds of hours were spent each month to deliver the reports.
The business need was to implement a common case management system that could deliver the reports without human intervention.