CUSTOMER EXPERIENCE (CX)
Did you know that 90% of customers rate an “immediate” response as essential or very important when they have a customer service question? Today’s customers expect to use their preferred channel of communication, and there are many. CSG can help you execute a plan that meets today’s demanding customer expectations, resulting in improved customer satisfaction, revenue generation, operational agility, and efficiency.
Our suite of customer experience solutions includes:
A CSG CUSTOMER EXPERIENCE SUCCESS STORY
Accelerating Transactions Through Automation
CHALLENGE
A title company’s ability to handle increased transaction volume brought on by low mortgage rates was limited by the manual effort required to complete many of its processes.
SOLUTION
Working with CSG, the company identified an RPA solution provider that would make closing disclosures and funding processes less labor-intensive while driving efficiency and accuracy. The designed RPA solution focused on using OCR and data scraping to ingest and extract data with 100% accuracy, as well as automating file sharing among offices to reduce the time needed to provide title services to clients.
RESULT
With the tailored solution, the title company has witnessed improved worker experience through the automation of redundant closing disclosure processes and an increase in application processing speed due to process automation. This has produced greater customer satisfaction, increased overall accuracy, and greater speed in processing lending applications, backorders, orders enroute, and other metrics.
We absolutely LOVE working with Carrier Solutions Group and feel we can trust them explicitly in all matters related to telecommunications. They are always there for us when we need any sort of guidance or support — whether it be vendor choices, carrier/circuit issues, communications, and network infrastructure. That means a lot to Catalina Express — honesty, integrity, and respect are essential in any relationship, working or otherwise.
JILL MONTGOMERY
IT Manager
Catalina Express
Our Trusted Partner Network
