CASE STUDY - GAINING OPERATIONAL VISIBILITY THROUGH A PREDICTIVE EARLY WARNING SYSTEM

Client Situation – The client was managing complex technical support operations with over 2,000 cases per month. With increasing product complexities and the company’s launch of additional products in the market, the client was unable to drive predictability in operations. The most immediate goal was to decrease DSAT scores (Customer Dissatisfaction) by resolving cases more quickly. They wanted a better method for matching the right engineer to each customer case, and they sought a way to identify and proactively manage issues before customers felt the impact.  

About Client - The client is a 13-year-old technology company with over 1,800 employees in 4 countries. Their primary products include network hardware and software including wireless Access Points, wired switches, mobility controllers and network management software for large enterprise networks.

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