We’ve spent years partnering with some of the most innovative support teams out there, learning about their toughest challenges and developing solutions to help them deliver seamless customer experiences efficiently. Through this journey, it became clear that teams needed a way to dive deeper into their support data to uncover new insights, especially for complex cases. So, we dreamed up a solution that not only offers greater visibility but also enhances staffing accuracy, real-time management, and operational efficiency. Then, we built it. Today, we’re excited to introduce Case Lifecycle, a groundbreaking new data model. It works by breaking down each case into its essential units of work, allowing you to examine individual cases or zoom out to uncover bottlenecks and improve teamwide processes. And the results from our early users speak for themselves: 99% forecast accuracy, $500k in savings, and hours saved in manual work. Learn more about the future of support operations on our blog. https://hubs.ly/Q02DrznF0
This is such a big step in the right direction! Forecasting and productivity measurement can be such a challenge when a single unit of work and pass through multiple agents, states, and workstreams.
Workforce Management Analyst | Amazon One Medical | Human focused WFM
3moIt was an absolute pleasure working closely with y’all on this project!! 🥰