Case Study
Transforming Support Efficiency for a Major Financial Holding Company
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enhancement in support efficiency
About the Client
A leader in digital banking and credit card services, recognized for innovative technology and user-friendly mobile experiences. To address challenges such as inefficient support workflows, communication gaps, and slow response times, the company implemented ITHENA’s Smart Service (iSERV) solution. With direct ticket integration and enhanced query response time monitoring, the company improved support efficiency, increased productivity, and delivered faster resolutions, ensuring a superior customer experience.
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enhancement in support efficiency
ITHENA’s iSERV solution significantly streamlined our support processes, improving both team collaboration and response times. This not only enhanced our operational efficiency but also allowed us to deliver a better service experience for our customers.
– Vice President, Customer Support
– Vice President, Customer Support
Opportunity for Impact
Enhancement in support efficiency
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Increase in employee productivity
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Improvement in communication
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Key Challenges Faced
- Inefficient support workflow leading to decreased operational efficiency
- Lack of contextual communication hindering effective team collaboration
- Prolonged support response times leading to slower customer issue resolution
Our Solution
ITHENA’s Smart Service (iSERV) solution provided the client with:
Ticket Integration with Slack
Eliminated the need to switch between applications for support requests
Query Response Time Monitoring
Improved communication efficiency within the support team
