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Improving Customer Support for a Global Aircraft Manufacturer
In the Customer Care Center at a leading aircraft manufacturer, the main KPI is Aircraft on the Ground (AOG). Two critical metrics that the Customer Care Center monitors closely and strives to improve are the average time to resolve an AOG issue and the number of AOG events. The customer uses the Attivio Platform to mine two primary streams of information that can influence these metrics.
On Beyond Sharepoint
Ever heard employees complaining, "I can't find what I'm looking for"? And, is there a false hope that information is reliably stored in Sharepoint?
If you're like most enterprises, content and the critical answers therein end up strewn across a myriad of repositories, housed in both structured and unstructured formats. When this data is hidden from those who need it, important metrics suffer, from eNPS to productivity, and even customer satisfaction.
Intelligent Answers and Insights Become the focus of Customer Support
In Gartner's Predicts 2019: CRM Customer Service and Support, the first "Key Finding" states that the use of AI and machine learning across channels allows organizations to gain better insights, increase self-service and improve productivity.
In the same study, the first "Recommendation" to application leaders is to plan on augmenting employees with AI, seeking a balance between productivity benefits for the organization and benefits for customers and employees.
Integrated Workflows Matter for Employee & Customer Support
Are your support reps wasting hours every week hunting for the right answers to their tickets across a bunch of different platforms, databases, and silos? If this sounds familiar, you’re not alone. Establishing integrated workflows is key to fixing this all too familiar pain point among support organizations.