Witness our client's journey, a leading provider of advanced Wi-Fi solutions, as they overcome operational challenges to elevate service delivery and drive unparalleled value.
The Client:
A market leader in advanced Wi-Fi and connectivity solutions, boasting a 35% market share in North America and serving nearly 1 million service subscribers. Their products are distributed through 19,000 value-added resellers and serve major cable, mobile, and wireline service providers globally.
The Challenge:
- Unstructured forecasting systems impacted the fast-growing business.
- Limited visibility into multi-channel volume arrival patterns, affecting accurate staffing planning.
- Longer turnaround times for case handling due to the absence of an integrated ticketing system.
- Poor service levels as the customer data was scattered across mailboxes.
- The backlog of unprocessed data hindered the extraction of valuable insights.
- Extracting insights from email data was labor-intensive, impeding comprehensive analysis of customer behavior trends.
Download the case study now for insights into our client's journey and the strategies employed to overcome these challenges.
