Customer Technical Support agents are essential to maintaining strong customer relationships, yet they were navigating a convoluted 23-step case closure process that slowed down resolution times. With hundreds of agents using the system daily across different support types—from solved cases to installations and licensing—even small inefficiencies multiplied into significant productivity losses.
That's why we redesigned the case closure workflow, reducing steps by 17% and introducing intelligent automation that made the remaining steps faster and less cognitively demanding. The solution shipped globally in January 2025, improving daily productivity for all Customer Technical Support agents.
This work is part of our ongoing commitment to improve operational tools for support teams and make internal systems more efficient and user-friendly.