Case Studies
A case study is a research approach that is used to generate an in-depth, multi-faceted understanding of a complex issue in its real-life context. It is an established research design that is used extensively in a wide variety of disciplines, particularly in the social sciences.
Case Studies - 1
TRANSITION APPROACH – TELECOM SERVICE PROVIDER
Situation
The client wanted an experienced Service Partner to cater to their Customers & Dealers in KK & AP
Delivery center to be in Tier-2 City
Cater to Multilingual Customers
3 LOBs: Prepaid, TV, RHL & Postpaid
Solution
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GRBPO set up the center in Flat 21 days from LOI
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Established center @ Mysore
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We catered to languages like English, Hindi, Kannada & Telugu
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Catering to all 3 LOBs of the Client Prepaid, TV/DHL & Postpaid
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Hosted CISCO IPCC Set up a model
Benefit
Low Cost OSCC Model
Catering to 2 Circles from 1 location
Stable & Experienced Service Partner having Domain Expertise
Successful relationship for lasted 5yrs
Case Studies - 2
TRANSITION APPROACH – E-COMMERCE
Situation
Client wanted a strategic partner to support their PAN INDIA customer and venture into Omni-Channel customer support
Delivery center proximity to their HQ
Cater to Multilingual Customers
2 LOBs of Online and Brick & Mortar Stores
Solution
GRBPO: Hired 100 FTEs in 2 months
Established center @ Diamond Dist SEZ
We catered to languages like English, Hindi, & Regional
Catering to all 2 LOBs of the Client
Non-Hosted Model deployed In-house telephony Systems
Benefit
Reduction of customer calling CC by 6%, further reduction expected post implementation of CHAT BOT’S
Catering to 2 LOB’s
Stable & Experienced Service Partner having Domain Expertise
Successful relationship