At Celosphere 2024, Celonis announced the Customer Service Control Center app. It uses Process Intelligence to provide a 360-degree view of the end-to-end customer service process and offers actionable insights on important CX metrics. Using the app, teams can identify improvement opportunities in real time, enabling them to continuously optimize service delivery and provide exceptional customer experiences.
The Celonis Customer Service Control Center app is currently in limited availability to select customers. If you are interested in learning more, please contact your Celonis representative.
The complexity of customer service processes often prevents teams from delivering consistent service quality while balancing cost. Manual processes, system silos (CRM, Contact Center Systems, Customer Engagement Systems, etc.), channel silos (chat, phone, email and self-service/messenger platforms) and delayed insights create barriers that degrade both service efficiency and customer satisfaction.
According to Forrester, 80% of business leaders say that improving CX is a high priority, yet only 6% of companies saw a significant increase in CX in 2023. There’s clearly a gap between the desire to improve CX and the ability to do so.
Common challenges include:
Lack of end-to-end visibility: Existing systems provide siloed analytics (by channel, system or department), hence insufficiently measure reality. Companies struggle to measure their CX holistically—through a customer’s view of the process across the departments, channels and systems.
Inefficient, manual case management: High volumes of customer service cases are managed manually, resulting in frequent customer touch points leading to missed opportunities for first-time resolution within digital channels and proactive service.
Missing root-causes to improve: Service quality, productivity and customer satisfaction are often tracked in isolation. To understand the root-causes of bottlenecks, the most granular level single process transaction is required, which disjointed service operations can not provide.
Customer service teams need tools that overcome/eliminate these challenges and drive changes that impact their customers' experience. Enter the Customer Service Control Center app.
The Customer Service Control Center app transforms customer service operations. It is system-agnostic, allowing teams to capture data from any customer service system, including homegrown and legacy systems. It can also connect to multiple CX channels like CRMs, contact-centers, chatbots, web portals and messengers to get an end-to-end view of the customer journey.
Key features of the Customer Service Control Center app include:
Service Level Adherence: Identify which case entry channels are most frequently breaking SLAs. Flag tickets proactively that are at risk of breaching SLA to steer them accordingly thereby avoiding potential SLA penalties and maintaining customer satisfaction.
End-to-end Time-to-Resolve: Measure the End-to-End Time-to-resolve customer cases to overcome siloed measurements by channel or system. Adjust dynamically for other cycle times such as average handling time, queuing times, or internal and customer waiting times.
Reassignments, escalations or re-openings: Identify where and how undesired activities like Reassignments, Escalations, Case re-openings or change in categorization occur, identify recurring activities (e.g. Ping-Pong Cases) and measure their impact.
Multi contacts/Channel leakage: Identify where users have to create multiple cases - sometimes through switching channels - to get to resolution. Reduce duplicated tickets to reduce ticket volume and increase satisfaction.
Backlog aging: Look at all open tickets and flag aging tickets that are at risk of being forgotten. Measure ‘in vs. outflow’ of cases to stabilize your backlog of incoming vs resolved cases.
The app analyzes end-to-end service processes in real time, surfaces improvement opportunities, and provides data-driven recommendations to decrease cost, optimize service quality and improve customer satisfaction.
Key benefits include:
Cross-system visibility to analyze and operationalize the end-to-end CX process. Visibility is the groundwork for targeted optimization initiatives, enabling streamlined operations.
Reduce Cost of Case Processing by reducing overall ticket volume and increasing productivity. Streamline processes and reduce rework for tangible cost improvements.
Increase Customer Satisfaction by observing the end-to-end customer service journey as customers experience it and looking at all the touchpoints across systems, channels and processes to take action and improve your customer-facing processes.
Additionally, the app can be deployed within 2-4 weeks due to our low-code infrastructure and pre-built connectors for multiple source systems.