Challenges
- No Central Case Tracking: Disconnected tools created gaps in visibility, ownership, and resolution tracking.
- Inconsistent SLAs: Manual processes led to missed deadlines and poor accountability.
- No Self-Service Option: Customers could not raise or track issues independently, increasing the support workload.
Solution Delivered
- Fast CSM Setup: Delivered CSM Standard with automation and self-service capabilities in 1 month.
- Case Management: Set up workflows, case types, routing, and escalation logic.
- SLA Tracking: Enabled timers, breach alerts, and notifications.
- Customer Portal: Launched a branded portal with request tracking and knowledge base access.
Benefits & Outcomes
- Faster Resolution: Automated workflows and routing reduced turnaround times.
- Better SLA Compliance: Timers and alerts improved accountability and response tracking.
- Higher Self-Service Adoption: The portal and knowledge base deflection reduced manual ticket volume.