Dolly Tejwani

Support Platform Selection and Set-up

Choose the right support platform for your automation needs and growth plans. I help you balance human support with AI, set up insightful CSAT reporting, and select cost-effective solutions. Four years testing dozens of AI chatbot tools means you get recommendations that deliver results without unnecessary expense to save you 1000s each quarter.

Timeline: 2-4 weeks

Intercom Optimization

Deep automation and reporting expertise that moves numbers. Uplift automation from 35% to 80% using Fin AI+ workflows. Advanced ML-driven reporting for CSAT, AHT, and TTR metrics. Complete setup in 2 weeks, full optimization in 3 weeks.

Claims Optimization

Streamline claims processes and upskill your assessment team to reduce processing times. Proven experience clearing backlogs and reducing claims processing time from 6 weeks to 3 days. Recognized with 3 industry awards in this space. I use a combination of Six Sigma and Amazon continuous improvement methodologies to achieve this.

I can also help you optimize your claims talent pool by transforming how you manage performance and securing you the best onshore claims processing talent.

Timeline: 4 to 6 weeks from discovery to execution.

Complaint Reduction

Transform your customer experience through systematic complaint reduction. Identify top complaint drivers, implement proactive deflection strategies, and optimize handling procedures.

The impact: Reduce complaint volumes by 3-4x and significantly reduce your complaint rate to be under 2-3%. Save on admin costs and dramatically improve your rankings on Trustpilot, Financial Ombudsman listings, and comparison sites where customers make purchasing decisions.

Lower complaints mean reduced costs, better regulatory standing, improved public ratings, and more customers choosing your business.

Insights & Analytics

Transform raw data into actionable insights through workshops and analysis, enabling data-driven decision making across your organization.

Outsourcing Strategy

Design and implement effective outsourcing models that maintain quality while optimizing costs. Help you find the right outsourcing partner while navigating the relevant UK regulatory framework. Balance onshore and offshore mix for maximum efficiency.

Performance Metrics

Establish KPIs and reporting frameworks that drive continuous improvement and accountability across all support channels.

Support Efficiency & Cost Optimization

Calculate and manage your total cost per contact as a foundational exercise. Then help you identify initiatives that achieve 20% to 60% cost reduction aligned with your business plan goals.

SLA Adherence & Capacity Planning

Build capacity planning and forecasting models to ensure you hit SLAs consistently. Determine exact resource needs for future growth and daily/weekly planning to prevent understaffing.

Operations & People Coach

Hands-on coaching for your operations manager across the full spectrum of challenges—talent management, roadmap planning, and quarterly goals. A seasoned customer operations director as your trusted advisor and sounding board.