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Enhancing Case Assignment at Equativ with Q-assign

Equativ is a global digital advertising company. It’s support team is spread across 6 different locations across the globe, and was looking for an efficient solution to automate case assignment across the different timezones. By implementing Q-assign, they improved case distribution, achieved 99% First Response SLA compliance, and ensured fair workload distribution among their support team, enhancing both productivity and response times. 

use cases for q-assign and email to everything
Q-assign has really improved the fair distribution of cases across our team. The process is much smoother, and we can clearly see the difference—where we once had specialists handling significantly fewer cases than others, the workload is now balanced. It’s been a game-changer for ensuring everyone has an equal share, which has made a noticeable impact on our team’s efficiency.
Flore Meric
Project and Problem Manager,
Equativ

Case Study

Account name:
Equativ
Industry / Sector:
Digital Advertising Technology
No. of employees:
740
Department:
Customer Support
Product:
Q-assign

Who is Equativ?

Equativ (formerly Smart) is a digital advertising company specializing in programmatic ad delivery across web and mobile platforms. With a global footprint, Equativ provides support to customers worldwide, ensuring seamless ad delivery while troubleshooting platform-related issues. Their team of specialists operates across multiple regions, including Europe, North America, and Asia-Pacific, handling a diverse range of cases with varying complexities. 

The Challenge

Equativ faced several challenges when it came to the efficiency of its support case distribution: 

  • Preference-based Case selection: Without an automated assignment tool, specialists could select cases, leaving certain cases unattended. 
  • Uneven workload distribution: With manual processes, workload distribution can naturally become uneven, resulting in some specialists managing a higher volume of cases while others handle fewer.
  • Time-zone and language barriers: With specialists spread across different time zones and languages, having an efficient handover process was key. 
  • Response times were too slow: Cases lingered unassigned, impacting SLA compliance and response times. 

 

Efficient case management is essential in the digital advertising industry, where response times impact both client satisfaction and SLA commitments. Equativ needed a solution to automate and streamline case assignment, considering factors such as specialist workload, language skills, time zones, and case priority. 

The Solution

To address these challenges, Equativ had initially experimented with Salesforce’s Omni-Channel, but it didn’t meet all of their needs.  

After further research, Q-assign emerged as the most viable option due to its ability to address multiple requirements based on priority, specialist availability, skills, and time zone alignment.

The Q-assign solution comprised of the following main pillars:- 

  • Customizable case routing: Cases are automatically assigned based on factors such as priority, language, skillset, and time zone, which Q-assign efficiently accommodates. 
  • Fair distribution of cases: Q-assign’s automation ensures that cases are equally distributed among specialists, limiting preference-based case selection and balancing workloads. 
  • Ongoing process flexibility: The user-friendly nature of Q-assign allows Equativ’s team to adjust assignment logic and refine case distribution independently, without IT involvement. 

 

During the implementation, Q-assign’s technical team collaborated closely with Equativ, ensuring a smooth transition. The system’s user-friendly configuration options also enable the support team to update and adapt case routing as their needs evolve. 

The Results

Since implementing Q-assign, Equativ has seen significant improvements across several key metrics: 

  • Increased SLA compliance: Equativ achieved a 99% First Response SLA compliance rate, a significant improvement over their previous rate. 
  • Fairer workload distribution: Cases are now distributed more evenly, eliminating previous disparities in specialist workloads. 
  • Improved response times: Automated case assignments, based on skillset, availability and timezone, have led to better response times and overall case –handling efficiency. 

 

With Q-assign, Equativ has gained greater control over case assignment processes. The support team can now swiftly adjust assignment logic to adapt to changes in demand or team capacity, enhancing overall responsiveness and service quality. 

 

“Q-Assign has proven to be an outstanding tool that has resolved many of the issues we previously faced. Since its implementation, the difference in how assignments are handled has been remarkable. The workload is now evenly distributed among all our specialists, with multiple factors taken into account to ensure fair and efficient case allocation.”

Flore Meric, Project and Problem Manager, Equativ

99%
First Response SLA Compliance Rate
➕
Increased Response Times

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Summing Up

For Equativ, Q-assign has been a transformative tool, streamlining case assignment and boosting response times. The tool’s flexibility allows the team to manage configurations independently, keeping up with the evolving needs of a global support operation without requiring IT assistance. 

To arrange a discovery call or to book a demo, email: sales@ortooapps.com

Q-assign has really improved the fair distribution of cases across our team. The process is much smoother, and we can clearly see the difference—where we once had specialists handling significantly fewer cases than others, the workload is now balanced. It’s been a game-changer for ensuring everyone has an equal share, which has made a noticeable impact on our team’s efficiency.
Flore Meric
Project and Problem Manager,
Equativ

Related Case Studies

Case Study: ByMyCar & AI Services

Case Study: Entrust & Q-assign

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