Segment: Enterprise Industry: Consumer Goods & Personal Care
Introduction:
- Our Customer is a global leader in consumer goods, specializing in paper-based personal care products. With flagship brands such as Kleenex, Kotex, Huggies, Cottonelle, and Scott, it commands a prominent market position. Valued at $18 billion in annual revenue and employing 40,000 people globally, it consistently ranks among the Fortune 500.
- In a bid to enhance operational efficiency and customer service capabilities, it has strategically partnered with tryvium, a unified communication platform available through the Azure Marketplace, offering seamless integrations and a user-friendly environment.
How tryvium Empowers Its Customer Support:
Our client utilizes various internal tools to manage daily operations, but the complexity of handling multiple communication platforms and tools created inefficiencies. tryvium addresses these challenges by providing a unified communication solution, significantly improving the experience for agents and administrators.
Here’s how:
- Unified Communication Platform: Built on Microsoft Teams, tryvium allows help desk agents to access communication tools seamlessly without the need for additional training or onboarding. By leveraging an environment that agents are already familiar with, it ensures faster adoption and usage.
- Efficient Ticket Management: tryvium integrates directly with ServiceNow system, streamlining the ticketing process and enabling agents to manage requests efficiently. The integration ensures that it reduces unnecessary steps and optimizes incident resolution processes by eliminating multiple redirects.
- Agent Efficiency: tryvium’s automation features—such as right-channeling, auto-ticketing, canned responses, and summarization—empower It helps desk agents to improve response times and overall service quality. Automating routine tasks frees agents to focus on more complex customer issues, further enhancing customer satisfaction.
- Administrative Insights: supervisors and administrators gain real-time visibility through the tryvium admin console, which provides comprehensive administrative capabilities like user management, skill group configurations, and a robust dashboard. These tools enable leadership to make informed decisions and continuously optimize their customer service operations.
- High-Volume Chat Handling: handles approximately 150,000 chat interactions annually using the tryvium platform. The platform’s scalability ensures that it can efficiently manage high volumes of customer requests while maintaining top-tier service standards.
I have been working with Sensiple for several years, and users adapted quickly to tryvium. It’s a tool that allows us additional functionalities to make the user experience better. I particularly appreciate the administrator console and its analytical tools that help us improve our business. A key advantage is our close relationship with Sensiple’s support team, with whom we hold weekly meetings to discuss improvements and updates. Their customer service is excellent. The integration with ServiceNow has also been an important and helpful feature in our experience.
— Pedro A Herrera Viquez, Manager IT
Conclusion:
The collaboration between our clients, established via the Azure Marketplace, marks a strategic step to optimize communication and service management systems. By implementing tryvium’s unified communication platform, the company has boosted operational efficiency, empowered its help desk teams, and enhanced customer service capabilities, solidifying its competitive edge in the consumer goods and personal care sector for sustained growth.
