CSM Case Study

This client is a Indian multinational technology company subsidiary of the multinational conglomerate company, providing information technology (IT) services and business process outsourcing (BPO) to companies in various vertical and horizontal markets.


  • No visibility and tracking of partner tickets
  • Customer information spread across Multiple Systems
  • No auto-assignment routing based on skills
  • Manual ticket logging in to partner systems
  • Lack of communication & Reporting to track partners/vendors KPI

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