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Value labs-Customer Service Experience sucharitha January 25, 2023

Value labs-Customer Service Experience

Personalized Customer Experience and Integrations made Easy

Improving the Customer Experience

Services

  • Customer Experience
  • Agent Workspace
  • Integration Hub

Overview

ValueLabs is a technology company that provides digital enablement and product development solutions. It offers cybersecurity, quality engineering, user experience, product and software development, and other services.

The Challenge

  1. ValueLabs’s customer experience and agent experience needed drastic improvements.
  2. Integrations to the monitoring tools at client location to provide better support.
  3. Ensure all the entitlements related to the customers of ValueLabs are tracked.
  4. ValueLabs used the OTRS(an Open Source) as a customer support product having limited capabilities

Challenges

Improvements in Customer Experience

Customer experience and agent experience needed drastic improvements

Tracking the customer Entitlements

Improving capabilities in customer support product.

The Solution

  1. Personalized Customer experience was created leveraging the portal capabilities of SN CSM. – 13 customer experiences were created.
  2. Agent Experience was improved by implementing the Agent Workspace providing better view of customer information, contracts and entitlement.
  3. Integration hub was leverage to integrate Monitoring product events to create cases/incidents.

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