The Challenge: Fragmented Support & Revenue Losses
The client, a global IT services provider specializing in high-definition video conferencing software, faced mounting operational challenges that threatened its ability to scale effectively. With multiple delivery sites managing support for individual channels, the client’s reporting and forecasting structure was fragmented and inefficient. This lack of cohesion not only hampered the client’s ability to accurately predict demand but also resulted in significant revenue losses.
The challenges were felt deeply by key executives, including the CIO and CFO, who faced the pressure of balancing operational costs while trying to deliver better service and greater flexibility. The client’s legacy systems and processes lacked the agility to accommodate the rapidly growing demand for video conferencing services. Costs were spiraling out of control, and the existing infrastructure failed to support both new customer acquisition and the expanding needs of existing clients.
In addition to the cost pressures, the client sought a solution that could deliver omnichannel support—ensuring a seamless, integrated experience for customers regardless of how they reached out for help. With inefficient processes, slow response times, and high costs, the client was left at a crossroads: they needed to modernize their infrastructure to meet increasing demand while creating a flexible, future-proof service model.
