SCENARIO:

Our client was experiencing a significant spike in complaints across a number of areas. The variety of cases which made up the backlog included simple complaints, sensitive executive complaints, technical and emergency complaints and summary resolution communications. Huntswood was engaged to support in clearing the backlog as well as taking on a portion of BAU complaints work.

Within four weeks, we deployed complaints experts and management across sites, with the skills and understanding to resolve the most complex complaints.

The client required a reduction in the backlog from 26k cases to 8k, as well as support for the business as usual teams to handle incoming volumes. We designed and managed an operation which, at peak, handled 2,000 cases per week.

We closed 84k cases during our engagement. After initially being enlisted to handle simple complaints, Huntswood demonstrated its expertise and capability, and was deployed to handle a range of other complaint types, which was a key factor in expediting clearance of the backlog.

Following completion of the backlog related work, our ongoing support to the client lasted for 18 months, during which the team integrated seamlessly into the operation, adopting the client’s culture.

I would like to thank the Huntswood team for their fantastic support, which has made such a difference. Your flexibility, professionalism and responsiveness have made the relationship between us even stronger and I want you to know that you have very much been seen as part of our team.

Head of Customer Services

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