Solution
Datamatics implemented a scalable, omnichannel support solution to address the client’s challenges. This solution integrated all customer service channels, ensuring seamless support for both customers and service agents, regardless of location. As part of the solution, a predictive model was developed to optimize scheduling and resource deployment, enabling the client to better predict customer demand and allocate resources efficiently to meet those needs.
Furthermore, Datamatics also developed a knowledge management system that centralized all relevant information and made it available to all customer service representatives regardless of location. A graphical dashboard was also developed to track what was going on with the helpdesk in
real-time. The dashboard actually provided far better operational visibility that supported better queue management and better
decision-making.
