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.
Desk.com 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 provide for a branded UX that was intuitive and comfortable for end users and service representatives alike.
The client was able to stand up a world-class, enterprise service organization with service representatives spanning over 5 companies. The solution allowed for scaling to support service representatives from over 50 companies, including temporary/partial user licensing so that the client only paid for the time representatives were included in the escalation process. The solution is designed to support end-users from some of the world’s leading enterprises. The implementation timeline and budget were 3-6 months faster and over $300,000 less than similar scale enterprise service implementations. Additionally, the savings of the solution when put into action (timelines based on functional/operational readiness of the service organization itself) are anticipated to reach well over $500,000 annually.