A global pharmaceutical company and the world’s leading generic drug manufacturer, with a vast
portfolio of over 3,500 products. It has a commercial presence in approximately 60 markets and serves
around 200 million people daily. It operates a large and complex supply chain with close to 49
manufacturing and 22 R&D sites across the globe.
Their Challenges
Scenario Description:
A cost-effective solution was needed for their Service Desk teams spread across three different
regions. With Microsoft 365 and Teams already in use, this solution would enable efficient remote
helpdesk support for employees across the globe through a chat channel.
Required Functionality:
tryvium Platform, a cloud-based contact center built on Microsoft Teams, addressed these needs by
reducing costs as well as wait times for end-users. A separate processes and SLAs were also
established for VIP users contacting Serive Desk teams via chat channel on MS-Teams.
Our Solution
tryvium is hosted in Sensiple Azure’s Tenant and was implemented in less than 8 weeks. It comes with ServiceNow integration and a host of benefits that make work easier, quicker and better for both helpdesk agents and supervisors:
- Real time dashboard
- Intelligent Agent Routing,
- Multi-agent chat
- Preferred language-based Agent Management
- Language-based Visual IVR Options
- VIP users queue configurations
- Off-business hours routing to a custom queue
- ServiceNow’s Service catalog integration on to tryvium’s agent console
Highlights
Implementation
in less than
8 weeks
30-35%
reduction in
avg. handle time
40-42%
hike in agent
productivity
90%
increase in chat
session volume
Solution Impact
- Seamless integration with it’s ServiceNow ITSM platform which enabled streamlined workflows for employees and helpdesk agents by leveraging MS-Teams as the unified interface.
- Moreover, Service Desk agents could initiate Service Requests, on behalf of employees, through Service Catalog module within tryvium’s Agent Console.
- This improved Agent productivity metrics in terms of reduced toggle between MS-Teams and ServiceNow’s interfaces.
