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Enhanced Operational Processes and cost optimization through Customer Support Engagement Case Study
Case Study

Enhanced Operational Processes and cost optimization through Customer Support Engagement

Client

The client is a global IT services provider in the area of providing HD video conferencing software

Industry 

IT & Software

Region

United States of America

Enhanced Operational Processes and cost optimization through Customer Support Engagement Case study

Challenges

The client had multiple delivery sites providing support for different individual channels. The client's current reporting and forecasting structure was inefficient which resulted in huge revenue losses for the client and inevitably led to customer dissatisfaction.

The challenges faced by client resulted in higher costs and reduced flexibility. The client wanted an infrastructure that would rapidly meet increased demand for services supporting their existing and new customers.

The client also wanted to create a service model providing Omni channel support for their customers.

Solution

The Datamatics team did a thorough and comprehensive assessment of existing processes and reporting system carried out to uncover potential gaps. The team created an efficient knowledge base system and implemented  Omni Channel
helpdesk system for integration of channels and centralizing the
Helpdesk system.

Datamatics developed and enhanced the  intelligent reporting system which helped in measuring client performance and created central dashboard for proper tracking and monitoring of Helpdesk process

Impacts

 

15,000 Cases

15,000 Cases

Handled monthly

25% Yearly growth

25%

Yearly growth