Our team worked with a Research Think Tank based in NY who was troubled by customer inquiries going to the wrong places.
Through research, we realized that some internal problems and undergoing changes are the root cause of the inefficiency of their customer service system.
In the end, we proposed both easy fixes and strategic-level insights as reference for their future decisions.
Note: I cannot share the whole project publicly due to the Non-Disclosure Agreement (NDA). However, don't hesitate to shoot me an email if you want to hear more!