Customer Overview:
Our customer is a global leader in consumer goods, specializing in paper-based personal care products. With a portfolio of well-established household and personal care brands, the company serves millions of consumers worldwide.
Generating over $18 billion in annual revenue and employing approximately 40,000 people globally, the organization is recognized as one of the world’s leading consumer goods companies and consistently ranks among the Fortune 500.
To enhance operational efficiency and strengthen customer service capabilities, the organization partnered with Tryvium, a unified communications platform available through the Azure Marketplace, known for its seamless integrations and intuitive user experience.
What challenges were impacting service operations?
The organization relied on multiple communication channels and internal systems to support daily operations. While these tools served specific purposes, managing interactions across disconnected platforms created inefficiencies for both agents and administrators.
Key challenges included:
- Fragmented communication experiences across multiple tools
- Additional effort required to switch between systems
- Inefficient ticket handling processes
- Limited visibility into operational performance
- Growing service volumes that required a scalable support model
The company needed a solution that could unify communications, streamline workflows, and improve the overall support experience without disrupting existing processes.
How did Tryvium simplify CX?
The organization implemented Tryvium’s unified communication platform to centralize support operations, streamline service workflows, and improve visibility across teams.
Unified communication platform:
Built natively within Microsoft Teams, Tryvium enables help desk agents to access communication capabilities from an environment they already use every day. This familiar experience accelerated adoption and minimized the need for additional training.
Efficient ticket management
Enhanced agent productivity
Automation capabilities such as intelligent routing, automated ticket creation, canned responses, and conversation summarization reduce manual effort, improve response times, and enable agents to focus on higher-value interactions, ultimately enhancing customer satisfaction.
Real-time administrative insights
Supervisors and administrators gain real-time visibility through the Tryvium Admin Console, which provides comprehensive administrative capabilities like user management, skill group configurations, and a robust dashboard. These tools enable leadership to make informed decisions and continuously optimize customer service operations.
Scalable engagement management
The organization manages approximately 150,000 chat interactions annually through the Tryvium platform. Its scalable architecture supports growing service volumes while maintaining a consistent and efficient support experience.
What changed after implementing Tryvium?
Improved agent experience
Agents can manage communications and service requests from a single interface, reducing complexity and improving productivity.
Faster service resolution
Integrated workflows and automation help accelerate ticket handling and incident resolution processes.
Greater operational visibility
Real-time reporting and administrative controls provide leadership teams with deeper insights into service performance.
Simplified platform adoption
By leveraging Microsoft Teams, the organization minimized training requirements and accelerated user adoption.
Scalable support operations
The platform continues to support high volumes of employee interactions while maintaining operational efficiency and service quality.
Leadership Voice
Users adapted quickly to Tryvium, and the platform provides additional capabilities that enhance the overall user experience. The administrator console and analytical tools have been particularly valuable in helping us improve our operations. The integration with ServiceNow has also been an important part of our success. Equally valuable has been our close relationship with the support team, whose responsiveness and commitment to continuous improvement have contributed significantly to our experience.
— Manager, IT
Building a more efficient service operation
By partnering with Tryvium through the Azure Marketplace, the organization took a strategic step toward modernizing its communication and service management operations.
With the implementation of Tryvium’s unified communications platform, the company has improved operational efficiency, empowered its help desk teams, and enhanced customer service capabilities, strengthening its competitive position in the consumer goods and personal care sector.
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