The client is a US-based aerospace manufacturing company with $12B in revenue and about 35,000 employees.

Limited visibility across different business systems with technical documents stored in PDF and Word documents

Infrequent reuse of resolutions to known problems caused unnecessary delays in responding to troubleshooting requests from airlines related to the companies’ products

Rapid aggregation and correlation of structured and unstructured data that was presented in easy to use dashboards.

Used text tagging on unstructured data to derive search attributes from documents and customer service logs

Implemented summary and granular views for deeper insight into previous or new airplane issues for all customer support personnel

Improved response times by call center representatives

Improved call center productivity through faster time to resolution of customer problems

Increased first call resolution and proactive management escalation for recurring issues

Baker Tilly helps aerospace manufacturing company improve call center analytics and knowledge management

Providing manufacturing consulting solutions to help businesses reduce risk and improve efficiencies across the supply chain.

Whether it’s assurance, tax or advisory needs, our manufacturing consulting professionals have tailored solutions for industry challenges including workforce shortages, automation, artificial intelligence, inflation and costing pressures or supply chains disruption.

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Capturing, understanding and leveraging the data that matters most and bringing it into focus is no trivial matter. Rely on our experience to drive your business forward.

Capturing the data that matters most and bringing it into focus is no trivial matter. We help our clients derive value from data, to create a “single source of truth.”

Big and unstructured data: Call center analytics and knowledge management

Big & unstructured data:  Call center analytics & knowledge management

Big and unstructured data: Marketing analytics

Big and unstructured data: Call center analytics and knowledge management

Big and unstructured data: Call center analytics and knowledge management

Client background

Business challenge

Strategy and solution

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Big and unstructured data: Marketing analytics