--- title: "Splunk - Q-assign Case Study: Intelligent Assignment Solution" description: "Case Study - Splunk needed an intelligent assignment solution for routing IT support requests to agents sitting across multiple international locations." lang: en json-ld: | [ { "@context": "https://schema.org", "@type": "Organization", "name": "Ortoo", "url": "https://ortooapps.com/", "logo": "https://ortooapps.com/ortoo-logo-square.png", "parentOrganization": { "@type": "Organization", "name": "Ascendx" } }, { "@context": "https://schema.org", "@type": "WebSite", "name": "Ortoo", "url": "https://ortooapps.com/" }, { "@context": "https://schema.org", "@type": "Article", "headline": "Splunk — case study", "description": "Case Study - Splunk needed an intelligent assignment solution for routing IT support requests to agents sitting across multiple international locations.", "url": "https://ortooapps.com/case-studies/splunk", "mainEntityOfPage": "https://ortooapps.com/case-studies/splunk", "image": "https://ortooapps.com/assets/splunk-DNMAx-jt.png", "about": "Splunk", "publisher": { "@type": "Organization", "name": "Ortoo", "logo": { "@type": "ImageObject", "url": "https://ortooapps.com/ortoo-logo-square.png" } } } ] --- [Skip to main content](#main-content) [Support](/support)[Contact](/contact) [![Ortoo logo, workflow orchestration for Salesforce](/assets/ortoo-logo-gradient-C54UkOOH.webp)](/) Ortoo Orchestrator Solutions Why Ortoo Resources About [Pricing](/pricing) [Map your workflow](/contact?intent=workflow-mapping)[Book a demo](/contact?intent=demo) [Book a demo](/contact?intent=demo) [Case studies](/case-studies)/ Splunk ![Splunk logo](/assets/splunk-DNMAx-jt.png) Customer story # How Splunk automated case assignment with Q-assign 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. 0/7 Service team able to offer 24/7 support for the first time Improved Team productivity & performance significantly improved > Excellent Support team. The support team has been a true asset. They have been patient, thorough and are quick to respond > > Traci Giamanco > > Workforce Optimization Manager, Splunk ![Splunk logo](/assets/splunk-DNMAx-jt.png)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 More customer stories ## See how others orchestrate complex Salesforce workflows [ Internet Publishing Verivox 75% Cases being addressed within the first 30 minutes Read story → ](/case-studies/verivox)[ Identity & Security Entrust 1 day SLA reduction through fair, automated case routing Read story → ](/case-studies/case-study-entrust-q-assign)[ Hi Tech Rapid7 4 Shaved 4 days off time to resolution, by making "smarter" routing decisions Read story → ](/case-studies/rapid7) [All case studies →](/case-studies) ## See orchestration _in action_. 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