Before starting the project, processes related to customer service were executed with the use of shared files, and traditional printed documents. At the company’s constantly growing scale, the increasing number of data made it impossible for the Customer Service office to work efficiently.
The following problems have been identified:
- No possibility to verify the efficiency of the consultants’ work, creating statistics and reports
- Lack of integration between the client’s systems
- Generating vast numbers of unstructured information, which was then difficult to analyse