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Conference Presentation

The De-Escalator: Catching a Problem Case Before it Becomes One

This report is for Customer Success members only

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Customers are essential to our business, and unhappy customers don't often renew. What if you could proactively prevent customer escalations? What if you could utilize analytics, a defined workflow, and teamwork to work toward a shared vision to reduce your escalated case rates? Take a look through the Project Manager's lens during this session about a pilot project using a predictive model to provide the probability that an escalation will be submitted on a case. The session will detail the roles involved in the pilot, steps taken, success rates, and impacts expected to the support team, customer success team, and the customers.

Presented By:

Stacy Hamilton

Publish Date: May 27, 2022

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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