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Case Study Service Corporation International

Service Corporation International Partners with Avtex to Enhance Their Collections Process and Deliver World-Class Experiences

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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.

Solutions Applied

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

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