Case Study
Intelligent Case Swarming: Streamlined Process, Collaboration & Customer Satisfaction
Pain Point
Our client experienced rising customer dissatisfaction from their approach to addressing complex customer cases, which demanded numerous escalations across different support levels for resolution. Customers must navigate and interact with multiple team members, making them responsible for finding the right expert.
Additionally, this approach obstructed internal information sharing among service teams because the final solution remained exclusive to the team that solved the issue and the customer. By excluding level-one support members, it obstructed the accelerated handling of other comparable cases.
Path to Resolution
- We collaborated with the Customer Service team to document support procedures and the groups involved in addressing complex customer issues. We traced the multiple pathways a case could travel, creating a comprehensive map highlighting weak areas and providing recommendations for enhancing efficiency.
- In keeping with our service commitment to partnership and transparency, we presented our findings for feedback and collaborated to establish a mutually agreed-upon implementation plan.
- We developed the Lightning Service Console for all service teams, providing an immersive customer support experience for team members. This approach consolidates all customer data points and resources onto a single screen for seamless access and management.
- As the development neared completion, we liaised with internal team members to conduct a User Acceptance Testing (UAT) session, collected feedback, facilitated user training sessions, crafted pre-deployment communications, and established plans for post-launch war room monitoring and support.
Success Metrics
This implementation provided our client with numerous benefits, including:
- Improved customer satisfaction: The streamlined support process and single point of contact for both customers greatly enhanced their experience.
- Shorter resolution times: The unified interface allowed support teams to handle complex cases more efficiently, fostering collaborative problem-solving and a more robust support structure, leading to quicker resolutions.
- Strengthened level-one support capabilities: Increased knowledge sharing with level-one support empowered them to address more issues without escalating.
Together these provide a more streamlined, knowledgeable, and customer-focused support experience, enhancing our clients and their customers' overall success and satisfaction.
