Immigration Services Firm Optimizes Service Delivery
Immigration firm made immediate progress in customer satisfaction and envisioned a clear path forward to improved services and lower cost-to-serve
Driver
A rapidly growing global immigration services company was struggling with manual processes, rising cost to serve, and customer frustrations
Outcome
The immigration services company gained immediate next steps and a longer-term roadmap to optimize the way it serves customers
Clear understanding of pain points and bottlenecks
Actionable plan to increase Net Promoter Score (NPS) through a series of immediate changes
Longer-term roadmap to leverage automation and analytics to optimize service delivery model and lower Cost-to-Serve
Approach
The FlexPoint Consulting team:
Conducted rapid deep dive into processes and tools used to serve customers
Leveraged ticketing and customer satisfaction data along with qualitative feedback from discovery interviews to identify key challenges and root causes
Worked with leadership and stakeholders to develop comprehensive action plan (people/process/tech) to increase efficiency and improve customer satisfaction