Frictionless CX Across Every Sector
1Point1 empowered leaders in insurance, travel, and retail with AI-powered tools, smarter workflows, and trained agents to deliver seamless customer experiences.
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THE CHALLENGE:
Fragmented CX Across Verticals
Organizations across insurance, travel, and retail were struggling with inconsistent, siloed customer experiences.
Disjointed communication channels caused delays and confusion for both customers and support teams.
Frequent escalations and unoptimized workflows led to longer resolution times and poor satisfaction rates.
Legacy systems lacked real-time visibility and flexibility to handle diverse customer journeys.
These sectors needed scalable, cross-functional solutions to enhance CX without increasing overheads.
Omnichannel CX & Workflow Revamp
- 1Point1 deployed customized CX solutions tailored to each sector’s workflow, insurance claims, travel bookings, and retail transactions.
- Introduced real-time monitoring tools and AI-based automation to streamline issue resolution and reduce human dependency.
- Delivered agent training modules to ensure consistent quality across touchpoints and faster problem-solving.
- Optimized escalation pathways and feedback loops to shorten resolution times and improve customer sentiment.
- Provided multilingual and multichannel support infrastructure for global customer coverage.
How 1Point1 Helped
- Unified support models across all three sectors led to faster query handling and lower ticket volumes.
- Real-time dashboards gave clients end-to-end visibility into performance and trends.
- Streamlined escalation handling improved agent productivity and reduced churn.
- Improved satisfaction scores were observed across all touchpoints, voice, email, and chat.
CX You Can Quantify &
Impact Your Customers Can Feel
Impact Your Customers Can Feel
60%
Reduction in resolution time across channels
48%
Improvement in first-contact resolution (FCR)
55%
Drop in escalations in the travel vertical
50%
Improvement in customer satisfaction in retail
More about the business solution
With 1Point1's BPM expertise, these diverse sectors benefited from a unified CX transformation model built on efficiency, automation, and customer-centricity. Customized SOPs, sector-specific agent training, and AI-integrated systems allowed these brands to move from reactive support to proactive engagement. Ongoing performance monitoring, monthly KPIs, and real-time dashboards ensure continuous improvement, giving organizations a scalable foundation for long-term CX success.