Applicable Industries
- Construction & Infrastructure
Applicable Functions
- Sales & Marketing
Use Cases
- Demand Planning & Forecasting
Services
- System Integration
About The Customer
The customer is a global IT services provider that specializes in providing HD video conferencing software. They operate multiple delivery sites, each of which provides support for different individual channels. The customer's business model and service offerings necessitate a robust and efficient support structure to cater to the needs of their diverse customer base. However, their existing support structure was inefficient, leading to significant revenue losses and customer dissatisfaction. The customer was in need of a more streamlined and efficient support system that could quickly meet increased service demands and provide Omni channel support.
The Challenge
The client, a global IT services provider specializing in HD video conferencing software, was facing significant challenges with their existing support structure. They had multiple delivery sites, each providing support for different individual channels. This fragmented approach resulted in an inefficient reporting and forecasting structure, leading to substantial revenue losses and customer dissatisfaction. The client was also grappling with high costs and reduced flexibility due to these inefficiencies. They were in need of an infrastructure that could quickly meet the increased demand for services from both existing and new customers. Additionally, the client was keen on creating a service model that provided Omni channel support for their customers, further complicating the situation.
The Solution
The Datamatics team conducted a comprehensive assessment of the client's existing processes and reporting system to identify potential gaps. They then created an efficient knowledge base system and implemented customer support services and an Omni Channel helpdesk system. This new system integrated all channels and centralized the Helpdesk system, addressing the client's need for a more streamlined and efficient support structure. Furthermore, Datamatics developed and enhanced an intelligent reporting system. This new system allowed for the measurement of client performance and included a central dashboard for proper tracking and monitoring of the Helpdesk process. This comprehensive solution addressed the client's challenges and met their needs for a more efficient, flexible, and customer-friendly support system.
Operational Impact
Quantitative Benefit
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