About
Hexagon is a global technology company specializing in sensor, software, and autonomous technologies. They focus on providing digital solutions to enhance efficiency and productivity in a variety of industries including manufacturing, agriculture, automotive, and construction. Their approach integrates data and technology to create smart, sustainable solutions for various geospatial and industrial applications. Hexagon’s vision revolves around leveraging advanced technologies to shape smart change in industries and communities around the world.
Challenge
Following numerous acquisitions, Hexagon faced challenges integrating diverse support teams, knowledge bases, and customer expectations while maintaining fast and accurate support.
Global Team Alignment
Separate support teams operated with different sets of information.
Disparate Knowledge
Difficulty accessing and consolidating information across various systems.
Resolution Time
Customers expected quick and accurate solutions despite organizational complexity.
Solution
Hexagon partnered with AptEdge to unify knowledge across acquired companies, streamline information access, and improve customer support efficiency.
Knowledge Unification
Integrated knowledge from acquired companies into a unified support experience.
Customer Support
Provided a cohesive and efficient support system that improved customer experience and accelerated issue resolution.
Agent Success
Reduced the time and effort required for agents to locate information and respond to customer inquiries.
Results
Unified knowledge and streamlined support operations significantly improved agent productivity, customer satisfaction, and resolution times.
Agent Efficiency
Agents gained access to 50–60% more information.
Improved Satisfaction
Customer satisfaction improved through faster and more accurate responses.
Resolution Time
Greater information accessibility enabled faster ticket resolution.