In2IT EBS Technologies Enabled SLA-based Customer Support and Optimised Consultant Time Using ASISTA
In2IT Enterprise Business Services Pvt Ltd (In2IT EBS) is a SAP Gold Partner and a leading authority in IT Consultancy, Cloud Computing, Managed Services, Application Development & Maintenance Business, Process Management, Technology Infrastructure Services, Program and Project Management, and Future Edge Services.
With clientele based in India and overseas especially in the US, South Africa, Australia, Middle East, and Singapore, they specialise in SAP & SuccessFactors and help many enterprises with its highly matured professional services.
In2IT EBS provides implementation, maintenance support and application development services to their clients.
Their clients’ requests were managed using traditional email-based communication, which introduced the following challenges in their processes:
- Difficulty in tracking customer requests.
- Email groups and rules were setup to redirect customers’ emails to different consultant groups. This was difficult to manage and needed prolonged administration.
- There was no audit/tracking of support requests and no way of committing an SLA to customers and tracking support & development requests.