Comments
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We do not distinguish between the different channels - customers choose their preferred options and we work on the case with the gold and platinum SLA. Hope this helps - happy to discuss further.
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Thanks @Jason Stephenson - looks like a cool site. However, we did check on several vendors and the most tricky part is, to find companies who have warehouses/delivery in India, EU, UK, Australia and US. Some of the companies have certain shops around the globe but none of them fulfills all the locations mentioned below.…
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Thanks for the answer - helping a lot!
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We have pulled all our data into a data warehouse and using Power BI and Qlik for analyzations and transfer data back into other systems, so people have the information in the systems they are working with.
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We are using ServiceNow - currently moving from ITSM to their CSM module. Once we have done that we want to implement a similar automation you are talking about. ServiceNow also offers some AI which should help. At least ServiceNow support management told me that they are using the AI for triaging and the success rate is…