CSM Case Study
This client is a Indian multinational technology company subsidiary of the multinational conglomerate company, providing information technology (IT) services and business process outsourcing (BPO) to companies in various vertical and horizontal markets.
Problem
- No visibility and tracking of partner tickets
- Customer information spread across Multiple Systems
- No auto-assignment routing based on skills
- Manual ticket logging in to partner systems
- Lack of communication & Reporting to track partners/vendors KPI