Quickline AG management wanted to reduce customer service costs and improve both quality and customer satisfaction at the same time by implementing a knowledge management system. It was a requirement that the solution would work seamlessly within the existing IT landscape at Quickline and that as many agents tasks as possible could be automated.
A three stage project was carried out with Quickline AG:
- Integration with ticket system and CRM
- Build up knowledge base for NOC
- Roll-out for all departments at Quickline AG.