International Analytics Software Company
Milestone delivered a global transformation customer service management solution for an American multinational developer of analytics software. This initiative eliminated the use of disparate systems across external facing support teams and created a streamlined scalable business model.
The robust case management solution allows customers around the world to self-serve as well as use their channel of choice when needs require personal support. Leveraging customer context paired with automation puts cases in the hands of the right agent according to skills, language, and location. Agents are now empowered to seamlessly work together within one system of record, increasing visibility and gathering critical metrics enabling the business to resolve customer issues at speed and delivering a new level of customer experience.
Client Challenge
- Difficulty in integrating and reconciling data due to multiple IT systems and DBs
- Merging of inconsistent data sets leading to poor data quality & accuracy
- Lack of standardization in data format, structure, and content
- Data privacy and security concerns
- Limited visibility into cross-departmental data hindering decision making
- Data silos and duplication of information
Milestone Solution
- Virtual Agent for Customers
- Robust Chat Routing for Global Customers
- CSM Portal with Self-Service Contact Management
- Kepner-Tregoe configurations to facilitate root cause analysis
- Engagement Messenger to support various existing customer websites and WeChat
Result
The result was a tailored solution that:
- Standardized customer service management process
- Single system of record for customer touchpoints
- Improved collaboration between Chat Team to Product and Cloud Teams
- Retirement of old legacy system and technical debt
- Integrated information from Customer Data Warehouse systems and Customer Service Management
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