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Workmethod's client, a high-tech services company, had price competition pressures to reduce cost. With low margins and skyrocketing customer support cost due to the high-tech nature of the product, they had to find means to further reduce the customer support costs. Following were key challenges: reduce customer support costs, maintain/improve customer satisfaction. The solution provided by Workmethods' resulted in 30% reduction in calls terminated at call center, 100% ROI within less than a year and improved revenue recovery by allowing CC updates via IVR.
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