SITUATION

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Reduce Turn Around Time (TAT) in support ticket process and remove unnecessary touch points within the support process

 

TASK

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Analyzed over 200,000 rows of hierarchical data to determine themes within support ticket solutions

 

ACTION

 

Analyzed products in priority of frequency of support ticket solutions to determine what sub-categories the clients users were needing to support with and defined these areas as pain points.  

RESULT

 

Recommended proactively addressing the pain points through their community portal and through their training of clients on how to use the products to reduce the need for support in the defined pain-point areas.