Improve back office operating model

75% of manual task automated

95% productivity increase

3 FTE Equivalent savings

Business Challenge

The process was done using Salesforce. The tool was too generic and not adapted for client way of working.

• Process high in volume, repetitive, and highly manual.
• Not able to easily know what it’s the status a client’s query
• The process was slow and prone low customer satisfaction

Fortia solution

With 2OS, client designed a tailor-made ticketing tool to:

• Organize high volumes of requests in a centralized system
• Consolidate interactions into one thread
• Maintain customer service standards
• Improved communication with customers
• Easy and efficient team collaboration
• Automated processes and workload management
• Track valuable service metrics and KPIs