When Dan Hesse took over the role of CEO at Sprint Nextel in December 2008, customer service wasn’t even on the company’s agenda. He immediately set out to change that, mandating that service be discussed in weekly meetings and refocusing the company on a single mission: to revolutionize the customer experience one customer at a time. This has become the guiding principle of the company, with a simple mantra: serve, solve, and satisfy. In just 13 months the company boasts many improvements, including a nearly 11 percent jump in customer satisfaction, from 74 percent to 84.9 percent, and a reduction in customer churn of 73 percent.

Partnering with ClickFox, Sprint began to analyze crosschannel behavior trends and issues of each segment to see customers’ complete paths across all service touchpoints. This helps to flag customers who require targeted support, whose contracts are about to expire, and the like.

One of the world's largest financial institutions serves individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. They are top-tier globally in terms of deposits, assets and debit and credit cards, serving millions of consumers and businesses, guided by a corporate mission to provide unmatched customer convenience. A very active customer base generates over 1.3 billion calls per year handled by self-and assisted-service channels.

A corporate strategic goal was to raise customer satisfaction and delight combined with a key tactical goal to improve self-service automation rates and experience. The organization wanted to understand how their customers actually move through a variety of self and assisted processes. Most pressing was a desire to discover the paths and actual customer experiences within the interactive voice response (IVR) system, given the call volumes and the bank's abiding principle of offering customer convenience.

One of the nation's leading diversified health care benefits companies serves approximately 37.2 million people with information and resources to help them make better informed decisions about their health care. They offer a broad range of traditional and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans. Customers include employer groups, individuals, college students, part-time and hourly workers, health plans, governmental units, government-sponsored plans, labor groups and expatriates.

They wanted to know where and why customers were transferring to live agent support and what could be done to shorten the time it took to submit a prescription refill in the system. In search of a clear, quantifiable picture of customer behavior and an understanding of the customer experience, the company turned to ClickFox Customer Experience Analytics to understand the application pain points and analyze how customers were moving through the automated Prescription Refill and Order Status processes. ClickFox created a customer traversal model and visual mapping, populated by customer data, showing exact movement through the application by customer segment, and actions taken before, during and after each point in the process, revealing at what specific points customers experienced problems and why.

One of the most popular prepaid wireless brands in the US was searching for a way to reduce live agent support by providing more effective voice self-care options. Customer care management was interested in the ability to monitor changes in customer behavior and gain actionable insights and recommendations on next steps to increase self-service completion rates and reduce costly, live agent support.

In 2006, the company chose ClickFox Customer Experience Analytics (CEA) on-demand solution to provide a visual view and baseline understanding of what callers were actually doing when they called into the Interactive Voice Response (IVR) system for sales and support issues. Today the wireless brand's customer interaction data is fed into ClickFox software and then modeled and mapped allowing visibility into customer behavior patterns previously not available to the company in such a visual and systematic manner.

A Fortune 500 natural gas distributor currently serves over 2 million customers in multiple states, growing its customer base dramatically over the last couple of years. A key challenge facing this utility is to match a commitment to customer service satisfaction while maintaining their reputation as one of the most efficient natural gas distribution companies in the United States.

At the end of 2007, the company chose ClickFox Customer Experience Analytics (CEA) on-demand solution to analyze voice self-service for customers calling into U.S.-based call centers.Single channel analysis of the voice self-service customer experience began in early 2008 and was followed by a broader, cross-channel analysis combining voice/ Interactive Voice Response (IVR), CRM/Agent Desktop and Customer Satisfaction (CSAT) data. The company was looking for a clear picture of customer traversal through self-and assisted service channels overlaid with CSAT feedback to gain understanding of customer paths and how they correlate to customer experience.

Una de las instituciones financieras más grandes del mundo proporciona una gama completa de productos y servicios bancarios, de inversión, administración de activos y gestión de riesgo a consumidores individuales, pequeñas y medianas empresas y grandes corporativos . Son líderes mundiales en depósitos, gestión de activos y tarjetas de crédito y débito, y atienden a millones de consumidores y negocios, bajo la misión corporativa de ofrecer la máxima conveniencia al cliente.

Una de las empresas líderes de servicios diversificados de salud atiende a aproximadamente 37.2 millones de personas con información y recursos para ayudarlas a tomar decisiones mejor informadas sobre su salud. Ofrecen un amplio rango de productos y servicios tradicionales y dirigidos al consumidor, en áreas de medicina, farmacéutica, dental, de salud conductual, planes grupales para seguros de vida y discapacidad. Los clientes incluyen a grupos de empleadores, individuos, estudiantes universitarios, empleados de tiempo parcial y total, planes de salud, unidades gubernamentales, planes patrocinados por el gobierno, grupos de trabajo y expatriados.

Querían saber cuándo y por qué transferían los usuarios al soporte de agentes, y que podía hacerse para acortar el tiempo que requería solicitar un resurtido de medicinas en el sistema. En búsqueda de un panorama claro y cuantificable del comportamiento del cliente, la compañía recurrió al Análisis de Experiencia del Cliente de ClickFox para entender los puntos débiles de la aplicación y analizar cómo se movían los usuarios en los procesos automatizados de Resurtido de Medicinas y Consulta de Orden. ClickFox creó un modelo transversal y generó un mapeo visual, lo llenó con datos del cliente, mostrando el movimiento exacto a través de la aplicación por segmento del cliente, así como las acciones tomadas antes, durante y después de cada punto de proceso, revelando en qué puntos específicos los clientes experimentaban problemas, y por qué.

Una de las marcas de prepago móvil más populares de USA estaba buscando una manera de reducir el soporte de agentes ofreciendo opciones más efectivas de autoservicio vía voz. La gerencia de atención al cliente tenía interés en la capacidad de monitorear los cambios en el comportamiento del cliente para obtener información y recomendaciones útiles para incrementar las tasas de terminación de autoservicio y reducir el costoso soporte de los agentes.

En 2006, la empresa seleccionó la solución de Análisis de Experiencia del Cliente (AEC) bajo demanda de ClickFox para obtener una visión gráfica y una referencia inicial de la actividad real de los usuarios al llamar al sistema de IVR para asuntos relacionados a ventas y soporte. Actualmente, los datos de interacción del cliente de la empresa son alimentados al software de ClickFox, para ser modelados y mapeados generando una percepción de los patrones de comportamiento del cliente previamente inaccesibles para la compañía de una manera tan visual y sistemática.