Read this article about Cognizant Technology Solutions India, Finalist in the Best Achievement in Operational Excellence to deliver Business Transformation, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.
Business Transformation for a Leading Fast Food Chain
Cognizant led a large-scale business transformation project with the client to create a first-of-its-kind BPaaS Green Field Centralized Contact Center for taking pizza order calls for all their US-based restaurants including their owned franchise.
This transformational solution focused on addressing key client challenges mentioned below:
• Revenue loss and increased costs during peak business hours due to limited resources (infrastructure and staffing) resulting in high abandoned calls and increasing labor cost
• Deteriorating product and service quality as restaurant operators used to take orders, make pizza and manage delivery, resulting in pizza quality declining and operations suffered a loss during busy hours.
• Limited upsell since operators were focused on restaurant operation, upselling activities were
missed thereby, directly restricting client’s sale uplift opportunity
Cognizant built the order taking experience center based on digital business transformation solutions by developing and deploying best in class platforms and processes:
• Unified Agent Desktop (UAD), an in-house order-taking platform, and integrating Genesys Cloud 3 telephony (external) along with required support and maintenance.
• Genesys Cloud 3 based telephony systems for agile scalability and IVR based call deflection solutions
• Unique Franchise billing application generating store level bill for the franchise and support indirect franchise billing
• Franchise Onboarding portal ensured seamless onboarding reducing onboarding Cycle Time
• Core Flex operating model to manage peak staffing, whilst optimizing cost and revenue.
Over the last 12 months, Cognizant’s Contact Center team implemented multiple features in the platform to enhance customer experience. This has had a strong impact on the turnaround time, revenue and cost to the client, as follows:
• 35% reduction of the average handle time of the order-taking calls
• 37% improvement in average order value
• 30% reduction in overall client cost
• FY2020 Highest Revenue in 35 Years of Client’s History (12% increase compared to 2019)
Digital transformation focused on improving existing platforms and systems as a constant endeavor and also by exploring other digital solutions to integrate with existing systems to improve customer experience and efficiency like AI/ Conversational IVR solution, Reduction in restaurant onboarding cycle time by 83%, Enhancements in billing and further improvements in UAD features.
Samples of Improvement Implemented
• IVR deflection of non-order call for the following situations for Order and Store Status
• UAD feature upgrades (key examples)
o Geo-coding of address, where address is auto populated while typing
o Quantity multiplier to reduce effort in creating multiple pizza and side items
o Auto call disposition for order calls; this was previously done manually
• Easy call flow - strategic content and sequencing in the call script for ease of operations
Organizational Learnings/ Best Practices
• Cognizant’s direct interface with franchise helped build connect with franchise owners and partners
• Managing change through engagement with multiple client and franchise stakeholders, each with their own set of expectations
• Additional investments in resource training and deployment for Franchise Outreach, dedicated customer experience (CX) team, technical support to franchise for client systems assistance
• Robust partnership approach leveraging engagement and governance across all levels, helping the client through an objective and continuous solution engagement
Digital Transformation & Operational Excellence Industry Awards 2021
The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.
The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.
The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.
The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.
BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.
With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.
Quick Links
There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.
The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including
For more information please email info@proqis.com
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