Our client was using significant resource on case exchange activities between two ticketing systems. This was low-volume work but required swivel agents to be available at all times during work hours. Innovating a new case exchange solution would have a high cost.
So the business required a solution that was:
- Automated case exchange activities between 2 ticketing systems
- Be available at all hours
- Follow a rule-based process to be followed for normal, standard and emergency change requests