Challenges
- Multi-Sector Silos: Cases across BTR, PBSA, and Business were handled in disconnected tools.
- Limited Self-Service: B2B partners and B2C residents had no digital channel to raise or track issues.
- Manual SLA & Entitlements: Inconsistent SLA tracking and contract entitlement enforcement created operational gaps.
- Billing Disconnect: The lack of real-time integration with the EGS platform limited billing visibility.
Solution Delivered
- Unified Case Management: Implemented 3 case types with Agent Workspace, Omni-Channel, AWA, VTA, and Mobile Agent capabilities.
- B2B + B2C Portals: Enabled Customer and Consumer Portals with Engagement Messenger, Knowledge Base, Surveys, and Email.
- Data & Process Foundation: Established CSDM, CMDB and asset management, Product Model, Contracts, Entitlements, and SLAs.
- Automation & ITSM: Implemented Visual Workflow, onboarding/offboarding, and Incident, Change, Problem, and Request management.
Benefits & Outcomes
- 360° Customer View: Enabled a single platform across BTR, PBSA, and Business sectors.
- Faster Resolution & CSAT: Improved resolution times and customer satisfaction through AWA, Omni-Channel routing, and Knowledge Management.
- Self-Service Adoption: B2B and B2C portals reduced manual ticket volume through increased self-service.