Client Industry Domain : Logistics Company
No. of Employees : 26,000+
Global Presence : US
Engagement Type : White label
Business Issues: Customer was over-reliant on email for both inbound and outbound customer service issues which lead to a lack of solid metrics and reporting to determine adherence to SLAs, resolution rates and actual workloads.
Problems:
No way to track data
Customer Service lacked a platform
Reporting was inaccurate, based on tallying up sent/received emails
Success Story:
Created email-like interface that made transition to ServiceNow easier
Minimized number of clicks to process incidents
Audits and alerts can be identified and flagged differently than customer emails
Improved visibility for reps, who can access and view the comment chain and emails all in one place