This Case Shows Specific Expertise. Find the Companies with the Skills Your Project Demands!

You're viewing one of tens of thousands of real cases compiled on Many.dev. Each case demonstrates specific, tangible expertise.

But how do you find the company that possesses the exact skills and experience needed for your project? Forget generic filters!

Our unique AI system allows you to describe your project in your own words and instantly get a list of companies that have already successfully applied that precise expertise in similar projects.

Create a free account to unlock powerful AI-powered search and connect with companies whose expertise directly matches your project's requirements.

Mobile App Enhancement and Customer Service Automation Platform Upgrade

atomicobject.com

Retail

Customer Service Ticket Volume and Efficiency

The Global Retail Chain is experiencing a high volume of customer service tickets across multiple channels (phone, SMS, email) leading to increased operational costs and longer resolution times. Existing customer service processes are inefficient and require significant manual intervention, impacting agent productivity and customer satisfaction. A significant portion of tickets are submitted through the existing mobile app, indicating a need to optimize this channel.

About the Client

A large multinational retail chain with a significant online presence and a focus on customer experience.

Project Goals

Increase mobile app ticket submission rate.
Reduce customer service operational costs.
Improve customer satisfaction (NPS) related to ticket submission.
Automate routine customer service tasks.
Enhance the efficiency of customer service representatives.

Functional Requirements

Improved mobile app ticket submission flow.
Automated ticket routing and prioritization.
AI-powered chatbot for common inquiries.
Automated responses for frequently asked questions.
Integration with CRM and ticketing systems.
Self-service knowledge base integration.

Preferred Technologies

Cloud-based platform (e.g., AWS, Azure, GCP)

Mobile app development frameworks (e.g., React Native, Flutter)

AI/ML platforms for chatbot development (e.g., Dialogflow, Rasa)

Integration platform as a service (iPaaS)

Integrations Required

CRM system (e.g., Salesforce, Dynamics 365)
Ticketing system (e.g., Zendesk, ServiceNow)
Knowledge base system
Payment gateway (if applicable)

Key Non-Functional Requirements

Scalability to handle peak ticket volumes.
High availability and reliability.
Security to protect customer data.
Performance for fast ticket submission and resolution.
Mobile app compatibility (iOS and Android).

Expected Business Impact

By implementing these enhancements, the Global Retail Chain is expected to see a significant reduction in customer service costs, improved customer satisfaction scores (NPS), and increased efficiency of customer service agents. The project aims to replicate the success of Atomic Object's work with 86 Repairs and achieve similar results in terms of mobile app adoption and automation of tasks. The anticipated savings are in the range of 1.61 FTEs per year.