In less than a year, Orbit has gone from having little to no insight about the challenges our customers face with our lawn and garden products, to having a highly accurate, credible platform of multi-dimensional insights that will help us continually improve our customers’ experiences more quickly than we ever imagined. Their AI/ML analysis lets us pull key drivers of customer complaints and challenges, sorted by topic and product. This enables us to go back and close the loop with our product development teams, helping us to be an active partner in improving our products. Their dashboards also provide insights into which customer care agents are best at assisting with certain types of customer conversations, so we can provide a more efficient experience for our customers and replicate best practices across the team.

It has been a pleasure working with the OI team to transform our contact center data into meaningful insights. The tool speaks for itself. Technology aside, we’ve gained far more than accessible, digestible and actionable insights. The real ‘secret sauce’ to our engagement has been OI’s unparalleled commitment to realizing measurable value. Understanding that it takes more than ‘numbers on a page’ to drive true transformation, OI enabled our leadership team to target high-impact initiatives and drive data-based continuous improvement in our contact centres

For years I’ve had endless reports to draw upon however it’s always been hard to quantify the root cause of why members are calling. The complexity of work has evolved and the need for actionable data on our member contacts has grown substantially. OI delivers the information I’ve been searching for to make data-driven changes. Delivering quantified data to areas outside of the contact center and to senior leadership is creating a positive change in how the organization can make improvements, by being able to see what our biggest challenges and opportunities are. The real time agent dashboards have created a higher level of agent engagement and collaboration. The team at OI is amazing to work with. They are very knowledgeable experts who provide help for your individual contact center and not a cookie cutter approach.