Driving ITSM Excellence with Zendesk: Omnichannel Support & SLA Automation
Business Overview
The client is a leading leasing company in the Philippines, providing a wide range of leasing and rental solutions for businesses. Their offerings include operating leases, full-service operation leases, and short-term rentals.
Challenges
Disjointed Workflows: The previous system suffered from fragmented workflows, leading to inefficiencies.
Siloed Communication Channels: Communication was compartmentalized, hindering seamless information exchange and collaboration.
Lack of SLA Tracking: A critical missing element was the inability to effectively track Service Level Agreements (SLAs), making it difficult to consistently adhere to and monitor service commitments.
Solutions
Collaborative Design Sessions
Joint workshops with client stakeholders ensured clear alignment of ITSM goals.
Omnichannel Service Desk
Unified service desk integrated with email, chat, phone, and mobile support.
SLA-Based Routing & Prioritization
Cases auto-routed and escalated based on SLA requirements to avoid breaches.
Automated Knowledge Base
Created self-updating knowledge repository to assist agents and customers.
Intelligent Chatbots
AI-driven bots handled FAQs and L1 queries, reducing agent workload.
Self-Service Portals
Branded portals empowered customers to resolve issues independently.
Real-Time Performance Dashboards
Management dashboards delivered SLA tracking, CSAT scores, and KPIs.
Return from Solutions
Faster Resolutions: Streamlined workflows reduced ticket resolution times.
Higher SLA Compliance: The company consistently met or exceeded SLA commitments.
Premium Support Experience: Enhanced system ensured smoother support for teams and customers.