Insite traveled onsite to study customer interactions firsthand and gather data. We met with key individuals and the Customer Solutions team to better understand their processes and call flows. We looked at data used to manage the business, decision-making processes, and technology usage. This information, combined with our vault of industry knowledge and benchmarks, allowed us to take an analytical approach to craft a solution and provide an estimated return on investment upon implementation.
To present the results, we compiled recommendations and supporting analysis data into a MegaMap and Opportunity Index. We prioritized recommendations and implementation efforts.