END-TO-END TICKET MANAGEMENT

Client

speedex | Comidor Digital Automation Platform

Industry
Transportation

Location
Greece


An automated workflow for ticket management routing to more than 6 different departments, spanning between 2 geographical divisions, involving 200 agents and handling up to 12 different ticket type requests


An automated workflow for ticket management routing to more than 6 different departments, spanning between 2 geographical divisions, involving 200 agents and handling up to 12 different ticket type requests

Business Challenge

Part of the client’s corporate strategy on digital transformation, was a solution that would allow them to manage the customers’ and agents’ requests, improve data visibility, prioritisationresolution times, and customer’s experience. The Case Management process aims to handle and monitor up to 12 types of tickets involving more than 6 departments within the organisation. This ensures the company has the ability to track each case and customer request and report on case characteristics, trends, and patterns for future decision making.

An important business requirement was for the solution to provide different access rights to process information – one access level for the users raising the requests and one for the users handling the requests.

Konstantinos Pazalos, 
Director, Strategic Planning & Operations

As part of a massive digital transformation program Speedex wanted to implement a case management workflow aiming at better serving the customer requests which are increasing daily due to the company’s rapid growth. We worked closely with the Comidor team to articulate the specifications following a fully agile approach with daily standups.
Within an impressive timeline of 5 weeks we managed to come up with an MVP (minimum viable product) which was fully operational but also easy to be trained on and launched for more than 200 users located allover the country.
Today we are able to monitor all cases raised by our customers or agents, track their progress and allocate the appropriate resources wherever required in order to be efficient.
T
he most impressive though is that we are already accepting requests from our end users to automate more processes that are currently executed manually with limited controls. It feels like Comidor is an open window to our digital future!”

The Comidor Solution

ticket-management-case | Comidor Digital Automation Platform

Triggering processes via email

Ticket escalations and in-mail approve/reject implementation

Identification of request geographical origin and dynamic routing to the appropriate division and responsible department for handling and resolution

Ability to frontline employees to raise a ticket via an email

Dedicated dashboards for agents to monitor the status of tickets in real-time

Access rights per stakeholder

SLA matrix on multifactor conditions and business rules

Automated notifications on escalations and requested actions

Speedex Courier

A leading Greek Courier Services company operating in more than 200 retail branches in Greece. The company has established a reputation as one of the biggest companies in the courier industry offering a variety of products/services in order to cover the Greek market needs.

Speedex company vision:

“We can do it better!”

Speedex Courier

A leading Greek Courier Services company operating in more than 200 retail branches in Greece. The company has established a reputation as one of the biggest companies in the courier industry offering a variety of products/services in order to cover the Greek market needs.

Speedex company vision:

” We can do it better!”

Business Challenge

Part of the client’s corporate strategy on digital transformation, was a solution that would allow them to manage the customers’ and agents’ requests, improve data visibility, prioritisationresolution times, and customer’s experience. The Case Management process aims to handle and monitor up to 12 types of tickets involving more than 6 departments within the organisation. This ensures the company has the ability to track each case and customer request and report on case characteristics, trends, and patterns for future decision making.

An important business requirement was for the solution to provide different access rights to process information – one access level for the users raising the requests and one for the users handling the requests.

Konstantinos Pazalos, 
Director, Strategic Planning & Operations

As part of a massive digital transformation program Speedex wanted to implement a case management workflow aiming at better serving the customer requests which are increasing daily due to the company’s rapid growth. We worked closely with the Comidor team to articulate the specifications following a fully agile approach with daily standups.
Within an impressive timeline of 5 weeks we managed to come up with an MVP (minimum viable product) which was fully operational but also easy to be trained on and launched for more than 200 users located allover the country.
Today we are able to monitor all cases raised by our customers or agents, track their progress and allocate the appropriate resources wherever required in order to be efficient.
T
he most impressive though is that we are already accepting requests from our end users to automate more processes that are currently executed manually with limited controls. It feels like Comidor is an open window to our digital future!”

The Comidor Solution

Triggering processes via email

Ticket escalations and in-mail approve/reject implementation

Identification of request geographical origin and dynamic routing to the appropriate division and responsible department for handling and resolution

Ability to frontline employees to raise a ticket via an email

Dedicated dashboards for agents to monitor the status of tickets in real-time

Access rights per stakeholder

SLA matrix on multifactor conditions and business rules

Automated notifications on escalations and requested actions

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