Technology Leader Enhances Customer Experiences with a Modern Support Platform

This client operates in the technology industry, specifically focusing on voice recognition and natural language understanding solutions. They are known for their advanced AI-driven technologies that enhance customer interactions. Headquartered in the United States, it serves a global clientele with a focus on enhancing customer interactions through advanced AI-driven technologies.

After being acquired by a major technology company, the client wanted to improve the way it manages support tickets for their products. Initially, it used separate systems for hosted and on-premises customers, with different platforms handling various aspects of their ticketing process.

Ensono was engaged to streamline the client’s support ticketing system. Ensono had previously developed a 1.0 version of the support portal, integrating with a ticket management platform. However, post-acquisition, the client needed a solution that aligned with the acquiring company’s infrastructure.

Ensono proposed and implemented a 2.0 version of the portal, transitioning the backend to a new platform. This involved significant changes, including overhauling the single sign-on (SSO) system to meet the acquiring company’s security requirements and ensuring seamless integration for ticket routing.

The project required close collaboration between Ensono, and the client’s engineering teams, particularly during deployment and security reviews, to ensure a smooth transition and effective implementation.

The project delivered several key benefits, including:

• System consolidation: By moving from JIRA and Salesforce to Microsoft Dynamics, the client achieved significant cost savings and streamlined their support processes.
• Improved efficiency: The new system enhanced the efficiency of acknowledging, prioritizing, and grouping support incidents, leading to faster response times.
• Enhanced customer experience: The automated ticketing system replaced the previous phone and email-based methods, providing a frictionless support experience.
• Escalation system: The introduction of an escalation system ensured that high-severity support items were promptly addressed, even outside of office hours, improving overall support responsiveness.

The client plans to continue leveraging the new support platform, with potential expansions to other industry verticals within the company. Ensono will provide ongoing support through a hyper care phase, followed by a phased handover to the client’s internal engineering team. This collaboration sets the stage for future projects, including potential enhancements for the client’s healthcare division.