Global Software Provider: Achieving 88% First-Call Resolution with Automated Support

Founded in China, the client is a global leader in IT products and solutions, driving innovation with agility and cutting-edge technology. Their intelligent solutions empower businesses, transforming industries and shaping the future.

The Challenge: Struggling to Deliver Consistent Support

The leading global software provider, delivering seamless L1 and L2 support was critical to serving its enterprise and mid-market customers. However, inconsistencies in support quality had begun to take a toll. Customer Satisfaction (CSAT) scores were slipping, signaling growing frustration among users.

Frequent escalations, unresolved tickets, and long wait times made the support experience cumbersome. Without a streamlined system in place, inefficiencies persisted, increasing operational costs and risking customer churn. The company needed a solution that could enhance service quality, improve resolution rates, and restore customer trust.

The Solution: AI-Driven Omnichannel Support

To address these challenges, Datamatics implemented a comprehensive omnichannel support strategy. By integrating its proprietary helpdesk system, a robust quality framework, and intelligent Workforce Management practices, Datamatics ensured seamless L1 and L2 support.

• Intelligent call routing directed queries to the right specialists, minimizing delays.
• AI-powered automation resolved routine inquiries, freeing up agents for complex issues.
• Omnichannel integration allowed customers to connect via voice, email, chat, and self-service portals without repeating concerns.
  This transformation streamlined customer interactions, reduced backlog, and set a new benchmark for service excellence.