INDUSTRY
Telecommunication
LOCATION
Coahuila, Mexico
About the company
TXM is a top 100 telecommunication solution provider. TXM provides integrated communications and cloud solutions for Service Providers & Enterprises globally.
The problem
The American division of TXM was required to implement a separate Incident Management solution aligning with ITIL to take care of its major customers in the Americas. The Incident Management solution had to register, assign, process, and resolve incidents reported by the users through different channels such as phone, email, and a self-service customer portal.
The process had to be controlled in detail through stages and statuses with time limits. Complying with Service Level Agreements (SLAs) contracted by their customers.
One of the significant challenges was the possibility of attending to different customers with multiple SLAs and particularities of each contract.
As expected, the analytics and reporting requirements were rigorous to automatically produce relevant information for process control, improvement, and decision making—all with a competitive price and swift implementation.
The Solution
Vtiger CRM Help Desk Module with a high level of customization comprised a self-service portal, custom & calculated fields, workflows, web forms, dynamic, and multiple SLAs to comply with all the requirements.
Vtiger’s Help Desk enabled the organization to resolve issues faster through an organized process, collaboration, and automation capabilities. Accurate real-time visibility enhanced team performance and allowed the organization executives to make timely data-driven decisions.
The cost and benefits that Vtiger delivered could not be beaten by far by our competitors for the project.
The impact
TXM boosted the satisfaction of the end-customer from 7.4 to 8.9%.
TXM achieved SLA compliance by over 99% within the first three months of operations.
The support staff was empowered by a system that supported their activities, effectively collaborated with teams.
About the company
TXM is a top 100 telecommunication solution provider. TXM provides integrated communications and cloud solutions for Service Providers & Enterprises globally.
The problem
The American division of TXM was required to implement a separate Incident Management solution aligning with ITIL to take care of its major customers in the Americas. The Incident Management solution had to register, assign, process, and resolve incidents reported by the users through different channels such as phone, email, and a self-service customer portal.
The process had to be controlled in detail through stages and statuses with time limits. Complying with Service Level Agreements (SLAs) contracted by their customers.
One of the significant challenges was the possibility of attending to different customers with multiple SLAs and particularities of each contract.
As expected, the analytics and reporting requirements were rigorous to automatically produce relevant information for process control, improvement, and decision making—all with a competitive price and swift implementation.
The Solution
Vtiger CRM Help Desk Module with a high level of customization comprised a self-service portal, custom & calculated fields, workflows, web forms, dynamic, and multiple SLAs to comply with all the requirements.
Vtiger’s Help Desk enabled the organization to resolve issues faster through an organized process, collaboration, and automation capabilities. Accurate real-time visibility enhanced team performance and allowed the organization executives to make timely data-driven decisions.
The cost and benefits that Vtiger delivered could not be beaten by far by our competitors for the project.
The impact
TXM boosted the satisfaction of the end-customer from 7.4 to 8.9%.
TXM achieved SLA compliance by over 99% within the first three months of operations.
The support staff was empowered by a system that supported their activities, effectively collaborated with teams.