Multiple Products
20 products and over 1000 associated apps
Three Different Territories
Support requests needed to be routed, intelligently, to AMER, EMEA and APAC
Various Business Hours
Different assignment groups had different shift patterns & business hours
Round Robin Assignment System
Cases to be distributed according to a round robin assignment system
200+ Assignment Groups
Over 200 different assignment groups set up to deal with the different locations, shifts and business hours
Bespoke Business Hours
Each assignment group has its own business hours scheduled + bespoke shift hours for each member
Service team able to offer 24/7 support for the first time
Different teams in different locations able to include local factors in routing logic
Team productivity & performance significantly improved
