Case study

Enterprise Software Client: Customer Service and Support

Company

Industry

Enterprise Software Client

Offering

Customer Service and Support

Impact

  • Proactive Customer Support
  • Operational Improvements with Custom Copilot
  • Personalized Support Experience
  • Increased Customer Satisfaction
The challenge

Our Enterprise Software client needed to improve the support experience for their Premier Customers due to increased dissatisfaction and a rise in executive-level ticket escalations. The challenge was to enhance service quality while overseeing a vast network of global support professionals processing upwards of 4,000 new Premier support tickets each day.

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The solution

Wimmer Solutions proposed to establish a dedicated Managed Service initiative designed for at-risk support cases to refine the customer support process. This solution included a comprehensive 24/7/365 support cycle, deploying a persona-based enablement model, embedding feedback loops, and transforming SOPs using a Retrieval-Augmented Generation (RAG)-powered AI assistant, aiming to prevent negative customer sentiment and avert potential escalations by Premier customers.

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Results

The Enterprise Software CSS OPS initiative introduced innovative practices such as real-time case triage, enhanced program reporting, and standardized operating procedures focused on operational improvement. The adoption of these innovations resulted in the following:

  • Proactive Customer Support: The implementation of a 24/7/365 CSS OPS system allowed for real-time case triage and proactive management of at-risk cases, preventing negative sentiment and escalations.
  • Operational Improvements: The initiative introduced standardized operating procedures and enhanced program reporting, leading to significant operational improvements.
  • Scalable AI Adoption: The program established a scalable framework for continuous AI integration and workforce upskilling.
  • Personalized Support Experience: The new system provided a more personalized customer support experience, effectively managing a high volume of support tickets.
  • Increased Customer Satisfaction: By addressing the root causes of dissatisfaction and improving service quality, the case study resulted in increased customer satisfaction among Premier Customers.

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