A leading data and analytics provider in Australia and New Zealand encountered inefficiencies with their response system, resulting in delayed or lost customer requests. With solutions designed to support businesses in credit risk management and data-driven decision-making, they aimed to enhance their operational capabilities. ServiceRocket implemented a tailored Customer Complaints Management system using Jira Service Management (JSM) to address these challenges, optimizing workflow, communication, and data security. This resulted in faster response times and improved overall efficiency, allowing the organization to better meet its clients' needs.
The customer needed assistance implementing a Customer Complaints Management system using JSM. Their previous response routing method was ineffective, causing customer requests to either get lost or miss deadlines. The goal was to establish a system that could promptly handle requests and meet all SLAs.
ServiceRocket delivered a digital transformation for their JSM instance. An extensive exploration of the customer’s processes and requirements was conducted before tailoring the JSM instance to fit their specific needs. To ensure future success, ServiceRocket documented all processes and ensured that key stakeholders understood the functionality of the new system.
The customer now provides a direct line of communication for tracking customer feedback accurately. Configurations were successfully implemented to ensure data isolation and mitigate risks related to breaches and other security issues, which were concerns in the old process. Overall, quality and response times have significantly improved.
"ServiceRocket helped us identify our needs and developed a plan to address them. This has significantly improved our internal workflow and communication channels."
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