Client Overview
Our client, a leading organization in the helpdesk and service industry, sought to enhance their customer support operations as they expanded their cloud offerings and modernized traditional products. The goal was to create a scalable and efficient support system that could adapt to the evolving needs of their customer base.
Strategic Pain Points
The client faced challenges in handling increased support volumes efficiently as their business expanded into new markets and product offerings. There was a pressing need for real-time analytics to optimize support processes and make data-driven decisions that could improve operational efficiency. Seamless integration with existing ERP, CRM, and Inventory platforms was crucial but lacking, creating information silos that impeded service delivery. The existing support interface was not user-friendly, leading to longer resolution times and reduced customer satisfaction, which threatened their competitive position in an increasingly service-oriented marketplace.
Solutions We Provided
• ITSM Platform Development: Developed an ITSM platform covering all 15 ITIL processes for comprehensive support management.
• Multi-tenancy Support: Designed the platform to support multi-tenancy on the Azure cloud, ensuring high scalability and flexibility.
• Customizable Data Model: Implemented a fully user-customizable data model with a dynamic form builder and graphical business process workflow engine.
• Open API Integration: Enabled seamless integration with ERP, CRM, and Inventory systems, including Microsoft AD and Open LDAP.
• Mobile Responsiveness: Created mobile responsive web applications and native mobile apps for iOS, Android, and Windows 8, with offline data support.
• Security and Compliance: Ensured strong security measures and compliance with industry standards.
• Knowledge Bases and Self-Service Portals: Developed comprehensive knowledge bases and self-service portals to empower customers.
• AI-Powered Chatbots: Implemented AI-powered chatbots for 24/7 support and handling routine inquiries.
• Expert Support Professionals: Augmented the client’s team with experienced support professionals for complex issues.
The Results
• Support resolution times decreased by approximately 30%, significantly enhancing overall operational efficiency.
• Customer satisfaction scores improved by up to 25% due to the user-friendly interface and immediate assistance from AI-powered chatbots.
• The platform successfully handled nearly 40% increase in support volumes without any performance issues.
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