SSA Concessions Entitlement
Scalable Framework for 103M Customer Contacts
The Problem
Due to a Contact Automation commitment shortfall, there was a gap of 9M contact reduction in the plan vs OP2 2025 for IN. The organisation needed a structured framework to identify where additional self-serve opportunities existed across the massive contact volume.
My Approach
As the concessions SME, I built a comprehensive data pipeline consolidating 20+ pertinent regional signals. I conducted an extensive deep dive to accurately bucketize contacts, audited and tested enablement for WWCS Tech, developed recommendations for target buckets with regional nuance pre-requisites, and created a detailed, scalable framework covering 103M contacts from IN Stores.
The Outcome
Identified an additional 10M annualized contact reduction entitlement, reducing the gap to OP and highlighting opportunities to improve customer self-serve capabilities. The framework was presented to L8+ leadership and adopted as the standard approach for contact reduction planning.
Why It Mattered
This wasn't just an analysis — it was a reusable framework that changed how the organisation thinks about contact reduction. Instead of ad hoc investigations, teams now have a structured, data-backed methodology for identifying and prioritising self-serve opportunities at scale.
