About
Trintech is a cloud-based software company specializing in financial close and reconciliation automation.
Its solutions improve the efficiency, reliability, and strategic value of financial operations.
The company serves more than 4,200 organizations worldwide, including many Fortune 100 companies, and supports over 300,000 finance professionals.
Challenge
Siloed Information and Knowledge Management
- Support teams worked with fragmented information sources.
- Team members were often specialized in only one or two products, making holistic support difficult.
- Agents repeatedly relied on Teams chats for process-related questions, highlighting the need for centralized knowledge access.
Customer Satisfaction and Retention
- Delays in resolving support cases created customer frustration.
- Slow resolution times negatively impacted customer satisfaction.
Internal Communication and Resource Efficiency
- Inefficient internal communication slowed response times.
- Support agents struggled to find information quickly.
- The organization needed to scale support operations without proportionally increasing headcount.
Solution
AptEdge Ticket Insights
Summarizes support cases and agent actions, providing a comprehensive view of each case.
AptEdge Answer AI
Embedded directly into Salesforce workflows to improve response quality, speed, and support agent efficiency.
Results
AptEdge improved support efficiency, customer satisfaction, and operational scalability.
Cost Savings
14%Reduction in solution time
3,000 daysCustomer waiting time saved annually
4 FTEEquivalent annual capacity improvement
Customer Retention and Satisfaction
9.8CSAT score for cases managed using AptEdge
- Increased customer satisfaction
- Enhanced agent productivity
- Positive feedback from support teams
- Improved knowledge base quality
- Improved support case data quality