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RAPID7

The visibility, analytics, and automation delivered through Rapid7’s Insight cloud simplifies the complex and helps security teams reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks.

use cases for q-assign and email to everything
“Their support is exceptional. Any time we’ve had any questions, there’s always been a response within a few minutes. I continue to be impressed.”
Ben Sykes
Project Coordinator Apprentice,
Rapid7
rapid 7 salesforce case study featuring ortoo app q-assign

Case Study

Account name:
Rapid7
Industry / Sector:
Hi Tech
No. of employees:
3000 employees
Department:
Service
Product:
Q-assign

CHALLENGES

Load-balanced Case Distribution
Evenly distribute cases according to product & severity

Empowering Managers
Empower managers by enabling them to manage/adjust rules themselves

Hard-to-manage Assignment Rules
Eliminate hard-coded assignment rules and process builders

SOLUTION

Deployed skills as Agent attributes
Using Q-assign’s custom object to assign product and severity skill sets to the support agents.

Created dynamic virtual teams
Creating dynamic virtual teams that allows each manager to control the flow cases within their team.

Point & click configuration for managers
Q-assign’s point and click solution removes the need to engage Salesforce administration resources.

4
Shaved 4 days off time to resolution, by making "smarter“ routing decisions
Zero
Removed need to engage Salesforce administration resources

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RESULTS

Shaved 4 days off time to resolution, by making “smarter“ routing decisions.

Vastly improved ability to respond to the changing business needs.

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

“Their support is exceptional. Any time we’ve had any questions, there’s always been a response within a few minutes. I continue to be impressed.”
Ben Sykes
Project Coordinator Apprentice,
Rapid7

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