Client Situation – AI-based Early Warning System Predicts Case Resolution Time, Increasing Customer Experience for a Large Enterprise Networking Company
The client had significant challenges managing their network operations manually. The current support ecosystem was not providing actionable intelligence and insights to handle operational complexities that came with the growing scale of their business. The gaps included growing ticket volume, disjointed processes, low CSAT scores, network outages, SLA compliance issues, no support ecosystem (such as sales, product support, out of warranty, RMA, cross-selling, and extended support), and incident management issues.
About Client - A US based enterprise networking company manufacturing small business data networking offerings such as wireless access points, wired switches, mobility controllers, and network management software.
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