Digitizing Agent Workflows for Enhanced Efficiency | Global Software Giant

The Client

The Client is the leading software company based in the United States that develops cloud computing platforms to help companies manage digital workflows for enterprise operations.

The Challenge

The following are the key challenges:

• Tedious task of manually recreating requests from sources that were not integrated
• Agents were required to look at multiple sources to resolve incidents
• Higher than expected handling times
• No insights due to the lack of a dashboard for analytics