Archway Health
Kapsch: Reducing Call Center Times by 50% with a Redesigned Customer Information System
A tollway customer support system built with React Native and AWS, giving agents faster access to account data and reducing call times by 50%.
Our Approach
1. Discover
We explored the bottlenecks in tollway customer service call centers. Discovery revealed difficulties accessing relevant customer data quickly.
2. Define
We defined a customer portfolio system that streamlined access to customer activity data, aiming to reduce call times and improve satisfaction.
3. Design
With SlideUX, we designed a clear and intuitive interface for representatives to quickly access customer data during calls.
4. Develop
We developed the system with React Native, Java API, PostgreSQL, and AWS, delivering a robust and scalable solution.
5. Delight
The new platform reduced call-center times by up to 50%, delighting both representatives and customers while improving operational efficiency.
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Let's Get StartedWhat our clients say
SeeSaw Labs’ work exceeded all of my expectations. They’ve helped us think differently about what it means to define a product, to know what problems to solve, and to understand what a customer needs. When we get into actual development, the success metrics will be around time and budget. In terms of general project evaluation, SeeSaw Labs hit all of their milestones and deliverables on time and with high quality — that in and of itself is great.
We don’t have an internal product team, and SeeSaw has been able to think and innovate for something that started as imaginary. Their ability to put this imagination into a process and create a reality that can be touched has been amazing. Rather than taking orders, they suggest the best options from their perspective to ensure that the output adds value. Other companies do what we want and then come back and say it didn’t work. SeeSaw gives us advice that we choose to accept or set aside.
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