Synopsis
- 14+ Years of Engagement
- Digital Transformation
- Unified experience for end customers
- 4 GDCs(India, Utah, Manila & Dalian)
- Team Size: 400+ engineers
- 24x7x365 Voice & Web Multilingual Support
- 125,000 customer transactions
Services Provided: TAC: WLAN Support, Data & Switching product support, Configuration, Provisioning, Firmware upgrades, Remote Troubleshooting.
Welcome Center: Entitlement checks, RMA Management, Ticket Creation & Routing Contract Management, Logistics Handling.
Client Challenge
The client had significant challenges managing their network operations manually. The current support ecosystem needed to provide actionable intelligence and insights to handle operational complexities that came with the growing scale of their business. The gaps included growing ticket volume, disjointed processes, lack of analytics for CX management, network outages, SLA compliance issues, no support ecosystem (such as sales, product support, out-of-warranty, RMA, cross-selling, and extended support), and incident management issues.
Movate Solution
Movate designed a transformative solution by leveraging artificial intelligence, machine learning and natural language processing to drive predictability and agility in operations. Customer experience was enhanced, and significant cost savings was attained through two key support enablers:
Intelligent Support Governance
Service Management and Integration
2. Intelligent Support Governance
- Support Portal Modernization
- Built intelligent NLP search across multiple data sources like community, notifications, security advisories, and product manuals.
- Improved and enhanced self-service by faster content searches on search engines and the support portal site.
- New, improved, integrated tag management solution with integrated content management.
- Modernize the UI/UX to reflect the client brand and simplify navigation.
- Built an AI-driven decision support system for agents to capture, filter, and apply knowledge based on context.
- Created a centralized knowledge augmentation system for faster resolution rates.
Digital TAC Support through SCM
- Built a Smart Case Manager (SCM) with intelligent routing that determined the best available engineer for case resolution using NLP based tag management.
- Created clustering capabilities within SCM for clustering of tickets based on criticality, avoided any slippages in ticket closure while improving agent productivity and ensuring SLA compliance.
- Created an insights-driven, real-time dashboard with powerful BI and analytic capabilities. AI/ML and NLP enables better operations monitoring and become a single pane of truth.
- Enabled decision-makers to govern case resolution progress, understand the time to resolve, and the correctly forecast the number of agents required for faster resolution of issues.
- Automated end-to-end case governance model to help in faster resolution rates, reduce resolution errors, and avoid duplication of efforts.
- RPA-driven processing of numerous TAC functions like RMA, License Management.
2. Services Management and Integration
- Built a next-gen Service Management portal for seamless customer onboarding that included case management, and incident reporting for end customers, service providers, and client teams with multiple, role-based access.
- Integrated the support portal with contextual chat with the Salesforce chat engine.
- Provided global NOC services for federal customers in multiple countries like USA, Canada.
Business Benefits
- Enterprise-wide, seamless integration of service management and support
- 100% ticket automation with 40% deflection rate
- Reduced operational expenses by approximately 35% and TAT
- Increased customer experiences (CX) by 30% and CSAT by 76%
- 35% improvement in time to resolution through AI-enabled operations and by empowering managers with insights across case prioritization
- Enhanced accuracy of over 80% in case prediction and estimation through ML algorithms and text mining
- Boosted engineer productivity by 30% with accelerated case closures
- 84% improvement in decision accuracy with real-time insights
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.