One of India’s largest telecom service providers has worked with Futurescape on various customer experience initiatives.
The company focused on retail stores to bring the service experience in line with their new brand promise. This included service design flows, team knowledge and technology interventions that helped the customer complete jobs on the platform that mattered to them : in-store, voice, app or even SMS and USSD.
A skills certifications programme was designed and implemented by Futurescape. This ensured that the team was skilled and technologically capable of handling tasks appropriate to their job profile.
The company has an extensive enterprise business and the experience here was also enhanced. It was important to create a consistent service experience across multiple enterprise services. Futurescape focused on the service processes and C-Suite engagement framework to build the experience platform.