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BlueTweak, a global leader in omnichannel helpdesk software solutions, has revealed the results of its digital transformation programme with Conectys, a major global outsourcing company that delivers multilingual customer experience and Trust & Safety services from 12 countries to leading global brands.
BlueTweak provides state-of-the-art customer service software, automation, and digital solutions, working with businesses around the world to optimise both internal and external operations. To date, BlueTweak has facilitated over 15 million customer interactions.
Conectys, with more than 4,000 employees specialising in customer experience and trust and safety services in over 35 languages, and operating across nine hubs in the USA, Europe, South America, Asia, and North Africa, was seeking to upgrade its customer support platform to address the growing demands of its wide-ranging client base, which includes more than 35 companies.
The company needed to consolidate data from various systems, improve its reporting capabilities, and streamline access for its clients. Recognising these challenges, Conectys identified the need for an all-encompassing solution that would boost efficiency, enhance service quality, cut costs, and improve the overall customer experience.
Conectys implemented BlueTweak’s tailored customer support platform, BlueHub, resulting in a 20% reduction in operational costs, alongside a 35% increase in customer satisfaction scores and a 25% decrease in resolution time.
The platform enabled Conectys to offer consistent and streamlined information access to clients, with advanced reporting capabilities. This resulted in a 30% decrease in data retrieval time and a 40% improvement in reporting efficiency. The enhanced agent tools and customisation options also contributed to a significant reduction in agent attrition, helping to build a more stable and satisfied workforce.
“As a large BPO, managing client interactions efficiently is crucial, and implementing BlueHub has transformed our customer support operations. The platform has exceeded our expectations, and its omnichannel capabilities, combined with its user-friendly interface, allowed us to streamline communication and to provide outstanding services to our clients and elevate their customer support. By integrating the Quality, Contact Center, and HR & Workforce Management modules, Conectys received a holistic and elevated solution,” said Alexios Grammatopoulos, Head of Global Operations Support Functions at Conectys.
“Our recent work with Conectys built on a long-term collaboration, which won the Best Use of Technology in CX Stevie® award in 2022. The past couple of years since then have brought an enormous leap forward in the capabilities we provide for our clients’ customer support operations, with the help of AI, RPA, Chatbots and ML models. The recent work with Conectys is an excellent example of how AI and automation enable companies to reinvent their services for the digital world,” added Iulian Paval, Chief Revenue Officer at BlueTweak.
