Centralized Customer Support Management System with Data Migration and Automated Routing

The client faces dispersed customer support teams operating through multiple channels, resulting in complex escalation and request assignment rules, along with reliance on email for request management. This fragmentation hampers efficiency, delays response times, and complicates communication with customers, who require a seamless experience in reporting and tracking their issues.

A global automotive manufacturer seeking to streamline their customer support operations by implementing an integrated request management platform with automated categorization, escalation, and customer communication features.

• Implement a centralized system to manage and track customer requests across all support teams.
• Automate request categorization, prioritization, and assignment based on customer hierarchy and Service Level Agreement (SLA) rules.
• Perform a comprehensive migration of existing customer request data from email archives into the new platform.
• Enhance communication channels enabling real-time engagement between customers and support teams, including notifications and chat functionalities.
• Develop reporting tools for managers to monitor workload, request status, and service performance metrics.
• Create a customer portal allowing clients to submit and track their requests independently.

• Request intake form accessible via customer portal and email integration
• Automated request categorization and prioritization based on predefined rules
• Assignment engine for routing requests to appropriate support teams
• Escalation rules based on customer hierarchy, request priority, and SLA commitments
• Notification system for status updates and alerts
• Duplicate detection to reduce redundant requests
• Data migration utility to transfer historical email request data into the platform
• Customer communication module (chat and notifications)
• Manager dashboards for workload and performance tracking
• Self-service customer portal for submitting and monitoring requests

• Email system to facilitate request data migration and ongoing request receipt
• Customer hierarchy and CRM systems for escalation rules
• Notification services for real-time communication

• High availability and scalability to handle increasing request volumes
• Secure data handling, compliant with data privacy standards
• Fast request processing with response times under 2 seconds for core operations
• Reliable data migration with minimal data loss and downtime

The implementation of a centralized, automated customer support system is projected to restore and enhance operational efficiency, achieving approximately a 20-30% reduction in request handling time within the first month. It will significantly improve customer satisfaction by enabling real-time request tracking and communication, thus strengthening customer relationships and reducing support response times. The system will also enable better workload management through comprehensive reporting and monitoring tools.