Case Study

How ServeVis can Improve Your Core KPIs

As we head towards a new normal economy, operational leaders are figuring out their post COVID strategies to retain the competitive-edge and align their capabilities with digital platforms that could lead to the desired performance and growth. This can only be met with quality service and a high rate of customer satisfaction. 


91% of executives agree that Augmented Reality (AR) has improved service operations during the Pandemic. 

The key to effectively manage and balance customer service KPis comes with efficient operational capabilities and practises. Too much focus on the Average Response Time (ART) affects the Net Promoter Score (NPS) and leads to customer churn. And too much focus on NPS, especially with the present-day demands, could burn out your workforce while also affecting profits.  Can customer service KPis and profit-making co-exist? We had the opportunity to work with a customer service point, and this was our experience. 



  1. Difficulty to find a delicate balance between customer service KPIs and profits 
  2. Communication gap between field team and experts 
  3. Manual, complicated operating manuals 
  4. Unresolved customer site issues, leading to frequent revisits 
  5. Increased truck roll costs 

What could be the Solution?

  1. Screen based technology for instant access and remote assistance
  2. Collaboration through annotations
  3. AI enabled self service 
  4. A ticketing structure that can dispatch the right agents for the right job
  5. Digital manual, with hands-free functionality

ServeVis Solution

Unsolved customer site issues and the resulting need to revisit, and increased truck roll costs plagued the efficiency and profit-making capabilities of the company, costing huge chunks of money and customer churn. 

The visual and automated platform that ServeVis came up with changed contact centre operations and customer service levels. It helped the field service teams to effectively meet the customer service KPIs flawlessly, without having to make any compromises.  The visual support feature, combined with AR graphical annotations such as sticky notes, videos, step-by-step guidance, etc. quickened the flow of communication – results? Issues were resolved fast, reducing the AHT (Average Handling Time). 

Increased First Call Resolution (FCR), and the option of self-service for issues where the technician isn’t needed increased the NPS score to 14 points. 

In addition to it, AR applications replaced huge, complicated operator manuals with simplified customer experiences and hands-free operational capabilities. This paved the way for cost-efficient and speedy work processes, creating happy customers in the process. 

Benefits at a Glance 

  1. Fluid contact centre operations 
  2. Quicker, clearer communication 
  3. Reduced AHT
  4. NPS score increased to 14 points, with added cost-savings 

Start collaborating with your field teams and customers to solve issues faster

ServeVis is a product of TNQ InGage. ServeVis enables you to see what your customers or field technicians see and guide them remotely with AR-powered visual assistance tools.


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