Workflow-based Customer Support Established
Manual handling steps in customer support have been replaced by digital workflows. Escalations and task assignments follow predefined rules.
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Impact
| Processes | Organization | Teams |
|---|---|---|
| Customer Support | Customer Service | Quality Assurance |
| Technology | Data Analytics |
Goals
Strategic Initiatives
Introduction of intelligent workflows in customer support: Customer service tasks are now guided by intelligent workflows that automate ticket assignment and escalation management.