The Problem Multi-billion dollar professional services client was setting up a new division with shared customer service across multiple partner companies. Escalations require individuals from different organizations to login to pickup service requests at different stages of the case management process. The Solution was selected as the cloud-based solution that would provide a modern UI and flexibility that would allow for individuals to participate in a cross-organizational process. Case creation was also enabled from multiple channels, allowing end users to get help and bring issues to resolution as quickly as possible. M&S built workflows and customized the UI to … Read More