Customer Experience Services

Drive superior Customer Experience outcomes

Optimize Customer Experience across Sales, Service, and Marketing with relevant, coordinated, consistent, and personalized experiences informed by analytics.

Mastech InfoTrellis, with its recent acquisition of AmberLeaf Consulting, has added substantial depth in Customer Experience Services. AmberLeaf brings significant capabilities and experience to Mastech InfoTrellis in the area of Customer Experience powered by AI and analytics. AmberLeaf is one of the pioneers in Customer Experience Services having delivered over 2000 projects over the years.

Below are the highlights and expertise from each of these areas.

A Customer Experience CoE can help!

CX Strategy

Advise, Define and Coach

CX Operational Strategy to align corporate goals to achieve Customer Experience expectations.

CX Policy

Assess, Define and Refine

CX governing process and procedures to support the strategy and offer guidance to achieve stated benefits.

CX Technology

Design, Implement and Manage

CX technologies that enable customer experience to meet the increasing demands of customer’s expectations.

CX Data

Aggregate, Clean, Analyze and Manage

CX data, infrastructure, and integrations that quickly support improvements and enhancements.

A holistic strategy for Customer Experience

Delight customers with a holistic Customer Experience strategy across the enterprise

Sales Optimization

Enhance close rates through better access to data and analytics.

Marketing Optimization

Attract, nurture, convert, and satisfy more customers through highly personalized messaging supported by automated solutions.

Customer Service Optimization

Optimize the customer’s omnichannel experience through self-service, agent-based interactions, and your mobile field service.

Customer Experience Data and Analytics

Analytics enables a data-driven Customer Experience strategy

Drive high levels of customer engagement with a data-driven, analytics-based customer experience approach across all channels of interaction.

A data-driven customer experience approach across all channels of interaction

Roadmaps, Accelerators and CXaaS

Customer Experience Advisory Services

Create an effective roadmap to drive better Customer Experiences across the enterprise.

Customer Experience Accelerators

Reduce time to value for multiple client Customer Experience projects at a lower cost.

Customer Experience as a Service (CXaaS)

Optimize the customer’s omnichannel experience through self-service, mobile field service, and agent-based interactions.

Success Stories

Integrated Suite For Contact Center Solution

Mastech InfoTrellis recently collaborated with an Auto Supply organization that serves car dealerships across the United States to streamline their contact center solution into an integrated suite with chat, email, knowledge, customer portal, and telephony capabilities. The integrated Customer Experience solution enabled the Customer Service Representatives to have a consolidated, holistic, 360-degree view of Orders, Account, and Delivery Schedules and better understand the types of inquiries from customers.

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Consolidated Platform to Manage Student Interactions

Mastech InfoTrellis recently helped a University that faced disconnected support processes supported by various technologies, which resulted in fragmented student interactions. Mastech InfoTrellis configured and integrated critical student data from university systems and developed the training program to educate departmental staff on meeting the ever-changing demands of their students. As a result of the efforts, the flexibility of CX Cloud solutions, and the vision of the university, they are now able to easily facilitate positive…

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Multi-Channel Experience for E-Commerce

Mastech InfoTrellis recently collaborated with one of the largest beauty supply retailers that experienced rapid growth over the years and found itself having multiple systems that offer similar functionality in their contact centers. Mastech InfoTrellis solution addressed their issues to decrease operational costs and reduce phone and email volumes with a robust knowledge base tool, web self-service smart assistance, and intelligent interaction routing.

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Enhancing Customer Experience for a Leading Home Warranty Service Provider

Mastech InfoTrellis recently helped an industry-leading home warranty provider in North America create an exceptional customer experience by streamlining their claims management process. Our solution leveraged the Oracle Field Service platform to reduce the time from claim submission to resolution. The improved tracking of time spent on investigations with Field Service mobility brought in significant reforms for field service operations and reduced operational costs.

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Customer Experience Platform for a Leading Factory Automation Solution Provider

Mastech InfoTrellis recently helped an industry-leading automation solutions provider in North America create an exceptional customer experience that was delivered through a lifecycle-oriented services platform to expand after-sales support for its global customer base. We automated the work order process by integrating Oracle Field Services with resource planning which improved visibility into the actual workforce capacity, intelligently set and adjusted quotas, and observed critical tasks’ lockdown capacity.

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Insights

The Power of Customer Journey Mapping

By Customer Experience Team,
Mastech InfoTrellis • posted on July 1, 2021

Modernize Customer Experience with Oracle

By John Kariotis • posted on May 7, 2021

Podcast: Customer Experience Unleashed

Customer Experience in the face of increased scrutiny

Big Data in CPG: Enabling personalized CX for a big future

By Abhishek Kamboj • posted on July 25, 2019

AI Accelerators for a Better Electric Vehicle Usage Experience

By Maria Singson • posted on March 5, 2021