TECH COMPANY GOES DIGITAL: REDUCES TIME FOR MANUAL SERVICE INTERACTIONS

Digital platform

TECH COMPANY GOES DIGITAL: REDUCES TIME FOR MANUAL SERVICE INTERACTIONS

The Challenge

In order to increase the accuracy of claims and deliver a modern user experience, a large multinational technology company needed to increase efficiency for its consumer and commercial partners by streamlining and automating service requests.

Their previous process for interacting and transacting with its partners (and collaboration between partners) was hindered by multiple systems, manual processes, and financial losses, diminishing customer service and contributing to increased costs.

The Solution

Ness built a partner-center marketplace for collaboration, which enables a frictionless channel engagement model to make it easier to do business with partners – and between partners.

The Results

With one enterprise automated system, manual service and warranty check interactions that previously would take 2-5 days now take a matter of minutes to facilitate. Partners can also have immediate access to product and parts information, perform warranty checks and see the status of requests in real-time – ultimately increasing the accuracy of billing and timely quality service.