Freshworks > 实例探究 > EMSS 与 Freshdesk 全渠道的数字化转型之旅

EMSS 与 Freshdesk 全渠道的数字化转型之旅

Freshworks Logo
技术
  • 无人机 - 飞行与控制系统
  • 基础设施即服务 (IaaS) - 公共云
适用行业
  • 教育
  • 金融与保险
适用功能
  • 采购
  • 销售与市场营销
用例
  • 对话机器人
  • 库存管理
服务
  • 系统集成
  • 培训
关于客户
EMSS 是莱斯特郡议会和诺丁汉市议会之间的战略合作伙伴关系,为公共部门和商业客户提供交易型人力资源薪资和财务服务。他们支持庞大且多样化的最终用户群,包括与数千名员工和供应商、学校和学院以及莱斯特郡养老金服务机构合作的合作伙伴。
挑战
EMSS 使用具有基本功能的旧服务管理套件,但缺乏支持和自助服务改进功能。他们希望升级到现代、经济高效的解决方案,可以与现有架构集成并促进最终用户的自助服务。
解决方案
EMSS 选择了 Freshdesk 全渠道,这符合他们实施自助服务和聊天机器人的目标。他们利用 Freshdesk 的知识库和分析来解决与新薪资系统相关的查询并计划未来的改进。借助消费级 UI 和 Freshworks 的支持,实施过程快速且无缝。内部支持者和培训课程有助于确保成功采用。
运营影响
  • The implementation of Freshdesk Omnichannel has brought about significant operational improvements for EMSS. The transition to the new system was smooth, with the team able to set up the knowledge base and self-help functionality, including chatbots, in a short span of time. The new system has also enabled EMSS to deliver easy customer support in a fast and cost-effective manner. With Freshdesk, EMSS has been able to tie all different channels together for easy, efficient management. The system has also helped EMSS monitor progress and identify new opportunities for improvement. The implementation of Freshdesk has also led to a boost in first contact resolutions and ensured accurate classification of tickets. Furthermore, the system has helped EMSS truly understand what citizens were looking for, and invest time in making their journeys better, giving the team a sense of ownership.

数量效益
  • EMSS was able to go live with the new system in just six weeks.

  • EMSS has over 100 automations, 10x more than the initial launch.

  • The knowledge base has received 15,000+ views in the first year alone.

Case Study missing?

Start adding your own!

Register with your work email and create a new case study profile for your business.

Add New Record

相关案例.

联系我们

欢迎与我们交流!
* Required
* Required
* Required
* Invalid email address
提交此表单,即表示您同意 IoT ONE 可以与您联系并分享洞察和营销信息。
不,谢谢,我不想收到来自 IoT ONE 的任何营销电子邮件。
提交

感谢您的信息!
我们会很快与你取得联系。