Client Background

Client: A multinational coffeehouse chain

Industry: Hospitality

Products: Coffee

Area of Operations: Global

Number of Customers: Over 90 million

Challenge

Our client is a multinational coffeehouse chain with more than 30,000 outlets globally. Multinational operations present numerous challenges in Trust Operations. The client sought 91¿ì»îÁÖ’s support in achieving objectives, which included: 

• Shorter turnaround time (TAT) for investigations and resolutions. 
• Higher rate of investigation accuracy.
• High efficiency with low operations cost.
• Capability of offering services in multiple languages in international markets. 

Solution

• 91¿ì»îÁÖ leveraged its quality standards and expertise around processes, technologies, analysis, and automation to provide the client effective Trust Operations services and 24*7 multilingual support. 
• Built a flexible 24x7 delivery model and customized services as per operational requirements.
• Smart automation tool developed to enhance fraud investigation efficiency and reduce manual efforts in task distribution.
• Real time multilingual support for faster processing, reducing turnaround time in multiple markets. Fraud and abuse identification and investigation over online customer transactions using manual order review and fraud management tool.
• Escalation support services combining the power of customer relationship management software with email to provide quick response for customer escalated incidents. Monitoring escalation channels, reviewing, and routing cases as needed to the appropriate teams. 
• Services and support in Cashout process for cash redemption and recovery. 
• Leveraged in-house transformation tools such as Power BI and Smart Script Task allocation tool for smart knowledge and operations management.

Business Impact

• 91¿ì»îÁÖ helped significantly improve the efficiency and productivity levels of the client’s Trust Operations.
• Seamless workflow: Attained a steady state of delivery within plan with minimal business impact.
• Operational efficiency: In less than 14 weeks, a new team was formed and started working.
• Enhanced productivity: Improvements in efficiency and productivity of up to 20%.
• Exceptional customer service: 24X7 language support in multiple languages. 
• Improved supplier response: Vendor response and turnaround time have improved drastically.

This project won 91¿ì»îÁÖ Ops team the World Quality Congress' Best Operational Process Award for 2020.