Freshworks > 实例探究 > Freshdesk 如何帮助 City Property 将 NPS 提高 45%

Freshdesk 如何帮助 City Property 将 NPS 提高 45%

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技术
  • 分析与建模 - 机器人过程自动化 (RPA)
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 建筑物
  • 零售
适用功能
  • 销售与市场营销
用例
  • 租赁金融自动化
  • 智慧城市运营
服务
  • 系统集成
  • 培训
关于客户
City Property是南非领先的物业管理公司,专注于城市更新和物业资产管理。
挑战
City Property 面临着广泛的投资组合和客户群、缺乏自动化、较长的解决时间以及较差的 NPS 等挑战。
解决方案
City Property 实施了基于云的全渠道互动解决方案 Freshdesk,以改善客户服务并实现流程自动化。
运营影响
  • The implementation of Freshdesk and the Neo platform has significantly transformed City Property's operations. The cloud-based omnichannel engagement solution has enabled the company to rapidly resolve customer enquiries, improving the overall customer service experience. The use of Freshdesk’s scenario automations has simplified multi-channel messaging and reduced the average resolution time. The company has also been able to drive data-driven decisions by leveraging insights from Freshdesk Analytics. The transition to Freshdesk has also made it easier for the company to manage its extensive portfolio and customer base. The use of apps from the Freshworks Marketplace has further enhanced customer service. Looking ahead, the company is exploring the use of BOTs and testing Freshdesk Contact Centre to further enhance its operations and customer service.

数量效益
  • Freshdesk rollout to 188 agents completed within five weeks

  • NPS increased from 49.46 in Q1 of 2020 to 59.26 in Q4 of 2021

  • Tickets per agent optimised from 600 to 100 with insights from Analytics

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