Home › Resource library › Case studies › Exceeding service levels while transitioning from email to chat for a top 20 us bank Exceeding Service Levels while Transitioning from Email to Chat for a Top 20 US Bank Share The Client U.S. Consumer bank Challenge Improving customer experience by migrating from email support to chat support to service customers’ inquiries real-time Solution & Execution Accelerated training by leveraging tenured resources Refreshed process documentation/SOPs to enable knowledge transfer for the new process Split operations between 2 offshore delivery locations in India and Philippines to act as natural BCP Go-live achieved within 5 weeks and 100% volume achieved in 8 weeks Calibration between twin sites to ensure integrated operations and smooth overall service delivery Dedicated resources identified to provide real time floor support ensuring effective and high-quality service delivery Value Delivered Service Levels for Quality at 94% against a target of 87% Perfect 5/5 Voice of Customer score achieved for smooth migration 100% coverage on existing operating window