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.