Boosting Efficiency and Customer Satisfaction:
14%
reduction in Resolution Time
About
Trintech, a powerhouse in cloud-based software, specializes in financial close and reconciliation automation services. Founded in 1996 and headquartered in Dallas, Texas, Trintech's solutions supercharge the efficiency, reliability, and strategic insights of financial operations. With a clientele that spans over 4,200 global companies, including many Fortune 100 firms, Trintech is the unsung hero behind the financial maneuvers of more than 300,000 finance professionals.
Solution
Key AptEdge features
- AptEdge Ticket Insights: Summarizes cases and agent actions to date. Its main benefit is providing a comprehensive view of each case.
- AptEdge Answer AI: Accelerates and enhances the accuracy of support responses. Embedded in the agents' workflow within Salesforce, it significantly improves efficiency
Challenge
1. Siloed Information and Knowledge Management:
- Trintech's support teams grappled with fragmented information. Each team member, hyper-focused on one or two products, struggled to provide holistic support.
- Example: Agents repeatedly queried process questions in Teams, underscoring the need for a centralized information hub.
2. Customer Satisfaction and Retention:
- Delays in resolving support cases ignited customer frustration and eroded satisfaction.
3. Internal Communication and Resource Efficiency:
- Inefficient internal communication muddied response times and perplexed support agents.
- Scaling support to meet growing demands without ballooning the team size necessitated efficient tools.
Results
Cost Savings:
- 14% reduction in solution time, saving approximately 3,000 days of customer waiting time annually.
- Capacity improvement equivalent to about 4 full-time agents per year.
Customer Retention:
- Increased customer satisfaction scores (CSAT scores for cases managed using AptEdge rose to 9.8).
- Enhanced agent productivity and positive team feedback.
- Improved knowledge base and support case data quality.