Case Study Service Corporation International
Service Corporation International Partners with Avtex to Enhance Their Collections Process and Deliver World-Class Experiences
The Problem
Delivering the experiences customers expect is not always an easy task. For funeral, cremation, and cemetery services providers like SCI, delivering a personalized, smooth customer experience is compounded by navigating families’ most difficult, personal, and challenging times. However, service excellence is engrained in SCI’s company culture and employees will go to great lengths to ensure families have a profound and meaningful experience. In 2020, SCI made the strategic decision to focus on enhancing their collections experience. SCI wanted to assess pain points, collect feedback, and diagnose customer journeys throughout the entire collections process. This strategic investment propelled SCI into searching for a trusted customer experience partner.
The Solution
Through their vetting process, SCI determined that Avtex had the right mix of customer experience expertise and relevant industry knowledge to tackle their unique business challenges. Avtex partnered with SCI to take a holistic, technologically agnostic approach to analyzing business processes, uncovering CX pain points, and revealing voice of the customer. Avtex guided SCI through a collaborative CX assessment of the collections process. The assessment helped SCI understand the current state of the collections experience and included seven phases: Data Request & Analysis, Customer & Agent Interviews, Current State Process Mapping, Design Thinking, Technology Scoping, Future State Process Mapping, and Avtex Recommendations.
I’ve worked with many consulting firms who tend to gravitate toward the same best practices and methodology. Avtex was different. They dug deeper into our processes, technology, employees, and customers to uncover aspects of our customer experience we never would have focused on.Adrian Robles, Assistant Vice President at SCI
Following the CX Process Mapping journey with Avtex, SCI can now:
- Scope Technology Solutions
- Increase Revenue
- Enhance the Customer Experience
- Drive a Higher Percentage of On-Time Payments
- Drive Agent Accountability
- Assess Project Success
- Improve Self-Service Capabilities
- Incorporate Better Data Practices
