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The client is a global IT services provider in the area of providing HD video conferencing software
IT & Software
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.
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 customer support services and 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
Datamatics is a Digital Technologies, Operations, and Experiences company that enables enterprises to go Deep in Digital to boost their productivity, customer experience and competitive advantage.