Case Study

Transforming Customer Satisfaction for a Quick Commerce Giant

Client: Leading Quick Commerce Platform (India)
Challenge: Declining CSAT, Rising Social Media Escalations
Solution: Process Optimization + Targeted Training + Escalation Matrix
Results: 17% CSAT Increase | 40% Fewer Escalations | 60 Days

Situation: The Tipping Point

The client faced mounting customer frustration due to:

Inconsistent service quality across call centers.
Unstructured escalations leading to viral social media complaints.

CSAT scores were stagnant at 68%, damaging brand trust.

Task: Excellential’s 360° Intervention

Your team deployed a rapid-response framework:

Process Audit & Gap Analysis
- Mapped 50+ customer touchpoints to identify pain points (e.g., delivery delays, refund delays).
- Redesigned escalation matrix with clear SLAs for L1/L2/L3 teams.
Capability Building- call center training
- Trained 150+ call center agents in:
  - Empathy-driven communication (e.g., using Acknowledge-Apologize-Resolve framework).
  - De-escalation techniques for high-tension interactions.
- Conducted weekly role-plays with real-case simulations.
Tech-Enabled Monitoring
- Launched a real-time CSAT dashboard tracking:
  - First-call resolution (FCR) rates.
  - Escalation root causes (e.g., delivery vs. product issues).

Action: Execution with Precision

Phase 1 (0–30 Days): Process redesign + pilot training for 50 agents.
Phase 2 (30–60 Days): Scale training + escalation matrix rollout.
Quick Wins:
- 48-hour resolution pledge for social media complaints.
- “Smile Score” metric to grade agent tone (AI-powered voice analytics).
- CSAT improvement

Result: Metrics That Matter

Metric	Before	After (60 Days)	Improvement
CSAT Score	68%	85%	↑ 17%
Social Media Escalations	200/week	120/week	↓ 40%
First-Call Resolution	55%	82%	↑ 27%

Additional Impact:

20% reduction in agent attrition (driven by structured workflows and clearer escalation ownership).
Client Testimonial:
“Excellential’s blend of process rigor and people-centric training turned our CX around in record time.”
— Head of Operations, Leading Quick Commerce Platform