[BPRescue Case Study] Business Improvement for Reducing Complaints

[Case study materials available] Delays in information sharing due to unnecessary duplicate processes! A case of reorganizing role distribution tailored to areas of expertise.

We would like to introduce a case study where we solved challenges in a real estate call center using our business efficiency consulting service, 'BPRescue.' The company was able to handle customer interactions without issues, but there were delays in information sharing with the sales team, leading to a high number of complaints from sales. To address this, we utilized BPMN. We discovered unnecessary duplicate processes, difficulties in using the system, and inappropriate role assignments. We measured the Average Handling Time (AHT) for each staff member at each process and reorganized role assignments according to their areas of expertise, as well as reduced unnecessary processes through system changes. [Customer Information] ■ Industry: Real Estate ■ Job Type: Call Center ■ Team Size: Approximately 10 members ■ Target Model: BtoC, BtoB ★ You can view the case study materials for this service by downloading the PDF below.

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