Problem:
A leading enterprise cloud data management provider was not happy with their earlier vendor's Salesforce support engagement since their expectations were not being met. The challenges faced with the vendor included
- Level of technical expertise not up to scratch
- Inability to meet SLA's and unsatisfactory management response
- Quality of deliverables unsatisfactory
Solution:
- Deployed and onboarded a ten-member team within two weeks of signing the contract: close management oversight ensured an effective and quick transition
- Ramped up quickly and took over from the existing vendor within two weeks
- Quickly set up processes, KPI metrics and measures
- Developed a set of dashboards to provide transparency and make monitoring easy
Outcomes:
- Average resolution time (in minutes) reduced from 127 to 81 within four months
- Average Response time (in minutes) decreased from 20 to 1 within four months
- Met SLA response time consistently, without fail
- The average resolution age was reduced by 14%, compared to the previous year
- A state of stability was achieved three months ahead of schedule