A blockchain company struggled with predictability, reliability, and consistency in its software development process, further complicated by the challenges of an open-source model.

Solution:

• Service Efficiency:   Implemented priority metrics with customer segmentation and Red-Amber-Green (RAG) grading, improving response times and issue resolution
• Cross-Team Alignment:   Enhanced collaboration between customer service, engineering, and business teams, leading to better process tracking and faster issue resolution.
• Customer Support Optimization:   Introduced self-service "how-to" guides, proactive feature updates, and enhanced customer communication, leading to reduced ticket volume and an improved overall customer experience.

Impact:

• Support Efficiency:   Reduced average tickets per customer by 45%, minimizing support overhead and improving resolution times.
• Operational Performance:   Cleared ticket backlog within 3 weeks, achieving 97% SLA adherence for timely issue resolution
• Customer Retention:   Enhanced customer satisfaction, leading to a reduction in churn and improved loyalty.