Transforming a traditional management and service model into a fully virtual Home Office alternative.

Challenge

In the midst of the pandemic, transforming a traditional management and service model into a fully virtual Home Office alternative with digital tools to increase the customer satisfaction rate.

Actionline was able to boost KPIs even during the pandemic.

Solution

Use of videoconference and instant-messaging tools. High-quality virtual meetings and tailor-made training sessions focusing on customer experience.
Standardization of information and alignment/engagement of the leadership to ensure clear, specific feedback in addition to campaigns targeting quality and service indicators.

Results

A 100% home office project that solved 96.5% of problems with 95.5% of customer satisfaction by intensifying the use of digital tools.