Hexagon is a multinational company that provides information technologies, software products, and engineering services to the manufacturing, construction, and geospatial sectors. AptEdge is a software development company that specializes in creating innovative solutions to streamline customer support services. This case study will examine how Hexagon partnered with AptEdge to enhance its customer support capabilities and improve its customer experience.
Hexagon's manufacturing intelligence division has always been focused on delivering a high-quality customer experience. However, the company faced the challenge of integrating multiple companies it had acquired over time, which had different support teams and sets of information. The result was a fragmented system that made it difficult for customers to get the right answers at the right time. Hexagon's Chief Operating Officer, Adam Savage, recognized the need to accelerate the connection of information and bring the right answers to customers at the point where they need them.
Hexagon turned to AptEdge for help in streamlining its customer support processes. AptEdge's solution is a tailored, focused tool that delivers specific answers to customers quickly and efficiently. The solution combines the use of Artificial Intelligence and Machine Learning to surface the most relevant information and support multiple use cases across the organization. "We were able to connect with the team at AptEdge really quickly, and what impressed us more than anything else was both the technology and the speed to deploy, but also the customer support that we got from AptEdge," said Adam Savage.
The implementation process was seamless, and AptEdge was able to scale with Hexagon, making investments at the right time. The solution was deployed in one of Hexagon's more complicated areas, with one of its most challenging client sets and most experienced customer support teams. The team at AptEdge worked closely with Hexagon to ensure that its teams understood the solution and became evangelists for the product as it was rolled out into other areas of the business. "The ability to scale, the ability to make investments at the right time, and also the fact that it was a very specific, focused tool made this a really short time to value for us and continues to be a really valuable tool for our team," added Adam. Also read: Everbridge Achieves 99% Customer Satisfaction with Help from AptEdge
The AptEdge solution has had a significant impact on Hexagon's customer support capabilities. The streamlined system has made it easier for customers to get the answers they need, quickly and efficiently, improving the overall customer experience. It has also allowed Hexagon's support teams to focus on higher value activities, driven more value for customers, and improved the customer experience. "The partnership with Hexagon has been a great success, and we are excited to see where it goes going forward. Our solution is tailored to meet the specific needs of our clients, and we are always looking for ways to add value and enhance our customers' experiences," said Aakrit Prasad, CEO of AptEdge.
Hexagon's partnership with AptEdge has been a success, providing a tailored solution that has streamlined customer support processes and improved the overall customer experience. The solution has been deployed in one of Hexagon's more complicated areas, with one of its most challenging client sets and most experienced customer support teams, making it a valuable tool for the organization. The partnership continues to evolve as AptEdge looks for new ways to add value and enhance Hexagon's customer experience.