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The client experienced challenges in providing a consistent and efficient customer service experience across multiple channels (internet, phone, SMS). Customers struggled with accessing information, managing their debt plans, and making payments, leading to increased support requests and slower resolution times. The lack of a unified digital platform hindered customer engagement and operational efficiency.
A debt management company providing solutions for customers facing financial difficulties, focusing on debt consolidation, repayment planning, and settlement services.
This project is expected to significantly improve customer satisfaction, reduce operational costs by automating processes and reducing support inquiries, and increase online engagement. The platform is anticipated to further drive the shift towards digital interactions, leading to increased efficiency and scalability for the debt management company. A key metric is to continue growing online payments and online contract closures.