Case Study
A Leading Lender Gains a Competitive Edge with Locobuzz’s ORM Management Solution
High Volume of Interactions
Managing approximately 300 customer conversations daily was a big task, leading to leaks in response efficiency.
Seamless Listening
There was a desire for effective monitoring across various social channels.
Holistic Insights
There is a need for comprehensive engagement beyond just complaints, including trackable and non-trackable channels.
Regulatory Compliance
It was necessary to receive alerts from regulatory bodies to ensure compliance with governing regulations.
The Locobuzz Touch: Results
First Level Resolution (FLR)
Enhanced through effective issue resolution strategies.
Turnaround Time (TAT)
Improved significantly due to streamlined processes.
Ticket Management Effectiveness
Increased efficiency in managing customer tickets and inquiries.
Negative to Positive Sentiment Ratio
Improved notably, especially among ORM users, indicating a shift in customer perception.
Engagement Rate
Campaign performance metrics showed enhanced engagement, positioning the brand competitively in the market.