Mixed shore, multilingual content solution delivers high volume results
The challenge
The client’s new service contracting office (SCO) would serve and manage self-help contracting support content for the services sales staff. The system had to support multiple languages and provide 24-hour coverage, worldwide.
Historical success and BI/ analytics strength enabled the turnkey solution
The client redesigned legal and paralegal service delivery through a SharePoint portal and automated ticketing system serving more than 500 stakeholders.
Self-help content was reviewed and refreshed regularly to maintain quality and accuracy.
A worldwide template-management programme coordinated drafting, editing and archiving for more than 3,000 contracting documents, with quarterly updates.
The client accomplished the crucial 24-hour worldwide coverage through Beyondsoft’s unique mixed shore component, which also provides multilingual capability.
Microsoft Dynamics AX was implemented to handle the high volume of support tickets, case management, and data collection. An extensible reporting dashboard in Power BI further provided actionable business intelligence and analytical insights. The SCO was comprised of five platforms/tools which in three years, enabled the resolution of over 17,000 support tickets.