Splunk
Splunk Inc helps organizations ask questions, get answers, take actions and achieve business outcomes from their data. Splunk needed an intelligent assignment solution for routing IT support requests to agents sitting across multiple international locations. They needed Q-assign.
Excellent Support team. The support team has been a true asset. They have been patient, thorough and are quick to respond
Customer snapshot- Account
- Splunk
- Industry
- Hi Tech
- Employees
- 9000 employees
- Department
- Service
- Products
- Q-assign
CHALLENGES
Multiple Products
20 products and over 1000 associated apps
Three Different Territories
Support requests needed to be routed, intelligently, to AMER, EMEA and APAC
Various Business Hours
Different assignment groups had different shift patterns & business hours
SOLUTION
Round Robin Assignment System
Cases to be distributed according to a round robin assignment system
200+ Assignment Groups
Over 200 different assignment groups set up to deal with the different locations, shifts and business hours
Bespoke Business Hours
Each assignment group has its own business hours scheduled + bespoke shift hours for each member
RESULTS
- Service team able to offer 24/7 support for the first time
- Different teams in different locations able to include local factors in routing logic
- Team productivity & performance significantly improved
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