Pulling our socks up to provide 24X7, cost-effective ticket resolution
THE CLIENT
The client is a popular and rapidly expanding athletic apparel manufacturer with worldwide operations.
THE PROBLEM
The client faced a large volume of customer requests and therefore wanted to swiftly resolve at least 90% of the tickets without incurring heavy expense. It included addressing the following issues:
• Abrupt upsurge in ticket count leading to protracted turnarounds
• Inability to scale headcount due to irregular and random flow of tickets
• Palpable reduction in vendor satisfaction stemming from deferrals in ticket resolution
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