CSM Case Study
CSM Case Study
 

Input Zero Technologies implemented Service Portal with Customer Service Management to raise issues and requests, driving self-service thus reducing workload.

This client is a Indian multinational technology company subsidiary
of the Mahindra Group, 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​
 
 Solution
 

This client were looking for a platform to automate enrichment based on ticket information, intelligent assignment based on service manager skills, availability, workload threshold. Control outbound customer notification and Real-time reporting to all key stakeholders.
Input Zero Technologies implemented Service Portal with Customer Service Management to raise issues and requests, driving self-service thus reducing workload.


 
  • ServiceNow CSM
  • Service Portal
  • Performance Analytics
  • Integration using REST API​
 
 Result
  • Single system experience: Integration with other systems to get the details about customer/Partner, products and Services, improved the User experience
  • Intelligent Routing: Automatic Assignment of Service Manager based on skill, availability and workload increased the efficiency
  • Fast resolution for critical customers: Automatic Impact Assessment and ticket prioritization using complex algorithms.​
  • 20% Lower Operating Cost: Enriched Knowledge base, Auto Escalation, reminders, templatization of customer communication, reporting & Dashboards.