Basware takes customer service to a new level

Date & Time:
TBD
Track:
The fastest path to customer satisfaction
Room:
TBD
ID:
BRE0147
Speaker(s):
Matthias Lippert, VP Customer Services, Basware
Nathalie Dekens, Director, Customer Services, Basware
Description:

Basware customer satisfaction was at a low. The entire customer service organization felt they were failing. There was no consistent view of data and management was struggling with how best to drive the support organization. Most staff had to work with several solutions in parallel. Even simple questions could not be answered without massive manual work. Time for a change. With partner Fujitsu, Basware started a new customer service project in January 2018: ServiceNow Customer Service Management with Performance Analytics. It went live in June 2018. The results have been amazing! Basware people love it - 98% have been reporting improved performance. CSATs have improved significantly! Attend this session to hear more about our results.

Audience:
Leader, Process Owner, Enterprise Architect
Session Type:
Knowledge Breakout
Product(s):
Customer Service Management, Performance Analytics
Industry:
Technology
Topics:
Improving customer experience by connecting customer service with the entire organization
Apps/Capabilities:
Customer Service Portal, Knowledge Management
Tags: