Transforming Customer Support and Streamlining Service Model for a Multinational Software Company
Client Overview
An American multinational software company headquartered in North Carolina with over 12,000 employees globally.
Client's Challenge
- Legacy 10-Year-Old custom in-house customer support system.
- A legacy chat platform that lacked integration with other customer support tools.
- Product support, customer experience, and cloud support teams operated on separate platforms.
- The customer support system is not integrated with the IT support system.
Milestone Solution
Milestone delivered a transformational customer service management solution for an American multinational software company by eliminating the use of disparate systems across externally facing support teams, creating a streamlined and scalable business model. The robust case management solution enables customers worldwide to be self-serve as well as utilize their preferred channel when personal support is required. Leveraging customer context, paired with automation, puts cases in the hands of the right agent, according to their skills, language, and location. Agents are now empowered to work seamlessly together within a single system of records, increasing visibility and gathering critical metrics that enable the business to resolve customer issues at speed, delivering a new level of customer experience.
- Virtual Agent for Customers.
- Efficiently directing customer inquiries to the right agents across global support teams for faster, personalized assistance.
- CSM Portal with Self-Service Contact Management.
- Kepner-Tregoe configurations to facilitate effective root cause analysis and incident management.
- Engagement messenger integration to enhance communication and engagement.
Value Delivered
- Standardized customer service management process.
- Single system of record for customer touchpoints.
- Improved collaboration between Chat, Product, and Cloud Teams.
- Retirement of the old legacy system and technical debt.
- Integrated information from Customer Data Warehouse systems and Customer Service Management.
Service That Powered
Customer Service Management
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