Digital recovery platform protects millions in revenue

West Monroe partnered with the restaurant to reimagine the customer journey with a digital-first approach. After addressing their aged contact center, we guided our client in evaluating technology platforms through a customer experience lens, enabling them to select Salesforce and Amazon Connect for optimal recovery. Using out-of-the-box capabilities, we rapidly replaced an outdated solution and integrated AI-driven automation to streamline issue resolution. This solution launched within nine months, equipping Customer Care with tools that not only protect revenue but also build trust and satisfaction through an efficient, digitally-enabled experience.

West Monroe worked closely with the client’s Customer Care, technology, and industry teams to design and implement the platform. Starting with the vision for improved customer engagement, our multidisciplinary team tackled the challenge head-on. We launched the platform’s first iteration within nine months, then continued iterating with three additional feature releases, including social listening capabilities. This collaborative journey enabled Customer Care to provide real-time, multichannel support. By embedding AI and data-driven tools, we empowered the team to proactively serve customers across digital and social channels.

The new platform, featuring automation, natural language processing, and advanced data integration, is projected to lower service costs by 56%. By providing Customer Care representatives with intuitive tools, the platform reduces churn and protects tens of millions in revenue. Additionally, the digital recovery capabilities are anticipated to generate millions in incremental revenue, turning Customer Care from a cost center into a driver of growth. With the ability to incorporate new technology, like generative AI, the platform enables continuous innovation, enhancing customer satisfaction and operational efficiencies.