Transforming Support Efficiency for a Major Financial Holding Company
A digital banking and credit card company had slow support workflows and poor team communication. iSERV integrated tickets with Slack and added query response time monitoring.
- Client
- Digital banking and credit card company
- Industry
- Financial services
- Solution
- ITHENA Smart Service (iSERV)
- Scope
- Slack ticket integration, response time monitoring
- Headline result
- 31% higher support efficiency
Three numbers the support team moved.
Results after iSERV connected support tickets to Slack.
Enhancement in support efficiency
Tickets in Slack removed hand-offs between tools.
Increase in employee productivity
Response time monitoring kept the team focused on open queries.
Improvement in communication
Ticket context shared in Slack improved team collaboration.
Meet the organization and understand the context behind the transformation.
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.
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
Support slowed by the tools around it.
Workflows were inefficient, context got lost between teams and responses were slow.
- 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
How ITHENA closed the gaps.
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
Contextual Collaboration
Kept every ticket and its customer context in Slack threads, so teams could work an issue together without switching tools.
Faster Support Routing
Routed and prioritised incoming queries automatically, so customers got answers sooner and fewer tickets waited in the queue.
Support where the team already works.
An illustrative iSERV view: tickets flow into Slack with context, and response times fall week by week.