Over dependence on CSR’s increasing cost of customer engagement and support.
Poor user interface had resulted in a hindered website navigation flow and high volume of users abandoning purchase streams.
Reason For Issue(s)
Most customers relying on CSR vs. online assistance and bill pay.
Need for customers to rely less on face to face and phone assistance.
Need for UX, visual design and business analysis to enhance the payment flow, including checkout and cart optimization.
Fenway provided a collaborative consulting team that delivered the realization of the customer’s vision.
Portal, web application development, business intelligence, process improvement, UX, system integration.
Realized a 71% increase in eService sessions.
Faster customer service.
My Account visits increased 65,000 to 115,000.