END-TO-END TICKET MANAGEMENT
Client
Industry
Transportation
Location
Greece
An automated workflow for ticket management routing to more than 6 different departments, spanning between 2 geographical divisions, involving 200 agents and handling up to 12 different ticket type requests
An automated workflow for ticket management routing to more than 6 different departments, spanning between 2 geographical divisions, involving 200 agents and handling up to 12 different ticket type requests
Business Challenge
Part of the client’s corporate strategy on digital transformation, was a solution that would allow them to manage the customers’ and agents’ requests, improve data visibility, prioritisation, resolution times, and customer’s experience. The Case Management process aims to handle and monitor up to 12 types of tickets involving more than 6 departments within the organisation. This ensures the company has the ability to track each case and customer request and report on case characteristics, trends, and patterns for future decision making.
An important business requirement was for the solution to provide different access rights to process information – one access level for the users raising the requests and one for the users handling the requests.
Konstantinos Pazalos,
Director, Strategic Planning & Operations
“As part of a massive digital transformation program Speedex wanted to implement a case management workflow aiming at better serving the customer requests which are increasing daily due to the company’s rapid growth. We worked closely with the Comidor team to articulate the specifications following a fully agile approach with daily standups.
Within an impressive timeline of 5 weeks we managed to come up with an MVP (minimum viable product) which was fully operational but also easy to be trained on and launched for more than 200 users located allover the country.
Today we are able to monitor all cases raised by our customers or agents, track their progress and allocate the appropriate resources wherever required in order to be efficient.
The most impressive though is that we are already accepting requests from our end users to automate more processes that are currently executed manually with limited controls. It feels like Comidor is an open window to our digital future!”
The Comidor Solution
|
✓ |
Triggering processes via email |
|
✓ |
Ticket escalations and in-mail approve/reject implementation |
|
✓ |
Identification of request geographical origin and dynamic routing to the appropriate division and responsible department for handling and resolution |
|
✓ |
Ability to frontline employees to raise a ticket via an email |
|
✓ |
Dedicated dashboards for agents to monitor the status of tickets in real-time |
|
✓ |
Access rights per stakeholder |
|
✓ |
SLA matrix on multifactor conditions and business rules |
|
✓ |
Automated notifications on escalations and requested actions |
Speedex Courier
A leading Greek Courier Services company operating in more than 200 retail branches in Greece. The company has established a reputation as one of the biggest companies in the courier industry offering a variety of products/services in order to cover the Greek market needs.
Speedex company vision:
“We can do it better!”
Speedex Courier
A leading Greek Courier Services company operating in more than 200 retail branches in Greece. The company has established a reputation as one of the biggest companies in the courier industry offering a variety of products/services in order to cover the Greek market needs.
Speedex company vision:
” We can do it better!”
Business Challenge
Part of the client’s corporate strategy on digital transformation, was a solution that would allow them to manage the customers’ and agents’ requests, improve data visibility, prioritisation, resolution times, and customer’s experience. The Case Management process aims to handle and monitor up to 12 types of tickets involving more than 6 departments within the organisation. This ensures the company has the ability to track each case and customer request and report on case characteristics, trends, and patterns for future decision making.
An important business requirement was for the solution to provide different access rights to process information – one access level for the users raising the requests and one for the users handling the requests.
Konstantinos Pazalos,
Director, Strategic Planning & Operations
“As part of a massive digital transformation program Speedex wanted to implement a case management workflow aiming at better serving the customer requests which are increasing daily due to the company’s rapid growth. We worked closely with the Comidor team to articulate the specifications following a fully agile approach with daily standups.
Within an impressive timeline of 5 weeks we managed to come up with an MVP (minimum viable product) which was fully operational but also easy to be trained on and launched for more than 200 users located allover the country.
Today we are able to monitor all cases raised by our customers or agents, track their progress and allocate the appropriate resources wherever required in order to be efficient.
The most impressive though is that we are already accepting requests from our end users to automate more processes that are currently executed manually with limited controls. It feels like Comidor is an open window to our digital future!”
The Comidor Solution
|
✓ |
Triggering processes via email |
|
✓ |
Ticket escalations and in-mail approve/reject implementation |
|
✓ |
Identification of request geographical origin and dynamic routing to the appropriate division and responsible department for handling and resolution |
|
✓ |
Ability to frontline employees to raise a ticket via an email |
|
✓ |
Dedicated dashboards for agents to monitor the status of tickets in real-time |
|
✓ |
Access rights per stakeholder |
|
✓ |
SLA matrix on multifactor conditions and business rules |
|
✓ |
Automated notifications on escalations and requested actions |