Discover how one High Tech company leverages its enterprise knowledge ecosystem to deflect calls, increase customer satisfaction & reduce costs
CA Technologies, which has arguably the most diverse and complex set of products of any technology company, has achieved dramatic improvements in customer service performance, even when the complexity of its offerings were increasing:
- 15% reduction in case resolution time
- 10% increase in customer self-service satisfaction
- 40 basis point increase in overall customer satisfaction, and more.
This case study details how CA leverages its entire knowledge ecosystem, consisting of more than 70 different systems, to bring relevant content directly into the context of support agents and customers.