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Our Enterprise Software client needed to improve the support experience for their Premier Customers due to increased dissatisfaction and a rise in executive-level ticket escalations. The challenge was to enhance service quality while overseeing a vast network of global support professionals processing upwards of 4,000 new Premier support tickets each day.
Wimmer Solutions proposed to establish a dedicated Managed Service initiative designed for at-risk support cases to refine the customer support process. This solution included a comprehensive 24/7/365 support cycle aiming to prevent negative customer sentiment and avert potential escalations by Premier customers.
The Enterprise Software CSS OPS initiative introduced innovative practices such as real-time case triage, enhanced program reporting, and standardized operating procedures focused on operational improvement. The adoption of these innovations resulted in a dynamic and robust system capable of not only managing the high volume of cases but also delivering an improved, more personalized customer support experience.
When our client’s Premier Customers, who expect the highest level of service, reported dissatisfaction with the support experience and a spike in executive-level ticket escalations, a streamlined support process was crucial. Our Enterprise Software client’s challenge was to address these concerns while managing over 30,000 support professionals and handling 4,000 new Premier customer support tickets daily, from across the globe. The primary goal was to identify Support cases with potential to negatively impact customer sentiment and avoid executive-level escalation for premier customers.
A dedicated program was designed by Wimmer Solutions to bolster internal support for at-risk support cases, enhancing the customer experience through a 24/7/365 cycle. The initiative comprised:
Program Impact
The CSS OPS Team resolved to review 400 cases daily that signaled risk, applying a refined system to flag and assign cases to relationship managers for prompt resolution. Workstream enhancements included:
With project timelines from kickoff to full program ownership, the transition to a more efficient system was seamless. The challenge of disparate risk factors was resolved by improving the case management system, resulting in an upgraded, more effective tool that emphasized critical information and owner assignment.
Through innovation and strategic improvements,
the far shoring project not only enhanced our client’s support system but also reinforced the company’s commitment to premier customer service. For organizations with similar case management challenges, our team stands ready to deliver custom solutions for more efficient operations and superior performance.
For enhanced case management that aligns with company goals and customer satisfaction, reach out to explore how we can partner for success. Contact us to revolutionize your case management process. We are eager to drive better results for your business. Thank you for considering us.
