Birlasoft aimed at reducing resolution time for service requests raised by the salesforce. The first step was to assess the existing landscape and remodel the ticket resolution process. The resolution rates were improved using a three-pronged strategy
- Build self-service processes
- Enable salesforce with basic level of support
- Automated intelligent routing and monitoring for specific cases
Standard operating procedures were built and updated to reduce the resolution time. Manual processes were automated to increase productivity and efficiency of the COE–sales force collaboration. An in-built 360 customer-feedback drove the continuous feedback loop.