How might we leverage the power of AI (Artificial Intelligence) to improve our customer support?
To enhance our customers’ success at Be-terna, we need to provide them with best in class support for their business solutions. A customer lifecycle typically starts with a sales project followed by a longer implementation phase (approx. 9-12 months). During implementation, a project team of specialists from supply chain, production, purchase, sales etc. is in constant contact with the customer. In the final stage, the so called GO Live, the know-how generated during the project is transferred from the project team to a support division.
The support division provides customers with daily assistance based on Service Level Agreements (SLA) and by using a ticket system. We use the open source tool “OTRS” to track tickets. The tickets include active requests to be solved and solutions to former requests. We also find ways and ideas to fix customers problems in vendors’ solution databases, such as Microsoft, and in external platforms, like “Stackoverflow”.
Today we have 1.000 customers in 9 different branches and at different stages of the product lifecycle. Our support engineers have to deal with a high variety of products, branches, languages, fiscal restrictions and versions. For instance, we have customers with the latest version of Microsoft Business Solutions, and we have customers who still use unsupported software.
A transparent knowledge transfer and the ability to solve customers’ problems within the defined SLAs is at the core of our business. To achieve this, we need to guarantee continuous innovation and revenue increase through SLAs, besides generating new sales.
We dream about having a solution for a problem before the customer calls us. We dream about being able to predict upcoming issues and to provide solutions beforehand. What if we forecast the impact of upcoming events? For instance, BREXIT will have a huge impact on the configuration of business software in terms of finance, logistics or tolls.
We believe that …
… AI can help us to solve issues 24/7/365 in all time zones and cultural environments
… AI can help us to be quicker in problem solving
… AI can help us to find patterns
… AI can help us to build solutions based on patterns
We are looking for a concrete solution that leverages the power of AI to improve our customer support.
We know that within 48 hours we will not get the finished solution, but we are eager to see how the solution could look like. As this is a crucial part of our business, we will offer the best project team the opportunity to present the prototype to our board of directors to discuss potential for a paid pilot project.