The SAP Cloud for Customer – Ticket Resolution application provides the KPI metrics and intelligence for support organizations to optimize their processes, benchmark against best practices, validate against SLAs, discover opportunities for automation, and even explore shared services models. The application provides insight for users to analyze the “ticket to resolution” lifecycle.
This is where IBM and Celonis Combine their Strengths:
Monitor and manage customer service KPIs from a single platform.
Digitally transform customer service centers and under-performing teams with efficient, standard processes.
Improve customer service while reducing costs.
Includes multi-hop count, # of escalated tickets, and Handling time.
Provides service centre wise breakup, rework rates, and comprehensive OLAP table analysis with multiple dimensions including Service Support Team, Priority, Contact Centre, Origin of Ticket, and Team Name.
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