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Case Study: SEI Reduces Call Volume and Resolution Time with Customer Service Management

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About SEI LLC

SEI LLC is a leading provider of high quality, custom technical support solutions for mission-critical environments. SEI's 24x7 network of U.S.-based agents provides single-point-of-contact issue resolution for companies whose success relies on technology uptime.

For more than 25 years, SEI has worked with companies to strengthen their brand experience by delivering outstanding support services. SEI invests in world class support tools that enhance the typical support transaction. SEI's custom support portal allows clients to choose support vehicles and channels that are convenient for them, allowing prioritization of and focus on their customers. Additionally, their portal provides information and analysis to aid in trend forecasting and root-cause analysis customized at the corporate, region, group and location level.

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The Challenge

SEI's operations ran on a set of disjointed proprietary systems that were poorly integrated. As a result, the setup impacted the client's efficiency and effectiveness. SEI had technical resources dedicated to the maintenance of their home-grown solution. However, technology was not their core area of expertise. Management lacked visibility into the assets and services they support due to the absence of a true Configuration Management Database. SEI reported that much time was wasted in manual processes relating to field services and parts management. They were exploring different platform options so that they could focus on their core business – customer service.

Technical Situation:

  • Ineffective and antiquated proprietary system
  • Inadequate reporting and availability of useful data
  • Ineffective case follow-up processes and customer notifications
  • Lack of executive dashboards to support client presentations
  • Manual processes resulting in wasted time

The Goal

SEI chose Solugenix as an implementation partner for ServiceNow® Customer Service Management solution based on our experience and knowledge of customer support processes and digital workflows. SEI was looking to establish a comprehensive CSM strategy that would go beyond addressing current customer service requirements, but actually aid them in winning new customer business.

Their primary goals included:

  • Modernize service technology overall
  • Lower the total volume of calls
  • Reduce call handing time
  • Eliminate calls about existing tickets between SEI and customers

SEI sought to improve efficiency and reduce costs. They also wanted to leverage newer channels of customer engagement such as Self-Service to improve the customer experience and optimize call deflection.

Why They Chose Us

Customer Focus

Solugenix is always focused on the customer’s unique needs and business priorities.

Best-in-Class

Our experts fully understand customer processes, digital workflows and best-in-class technologies.

Project Management

The Solugenix team of experts has significant experience and superior skills in both process and project management, providing for smooth client implementations.

Time-to-Value

We are quick to define and implement the right solutions for our clients, ensuring rapid time-to-value.

Serving Our Customers Faster and More Effectively With ServiceNow CSM

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Our Solution

Solugenix worked closely with the team at SEI. We performed requirements gathering and process mapping workshops where we identified efficient and effective workflows with a focus on meeting the client's stated goals. Several of SEI's customers had already transitioned to ServiceNow so the choice helped them create greater integration and synergies.

ServiceNow CSM offered an effortless service experience to customers through automation. Customers can also choose their preferred contact method with SEI. The customer service portal automates recurring requests and provides knowledge articles to aid in reducing case volume. The portal also reduces the number of follow-up calls from customers as they are able to check on the status of their case through the portal interface, reducing the need to call and speak to that agent. Intelligent case assignment ensures the customer's issue routes to the appropriately skilled agents.

The solution for SEI includes:

  • Enabling SEI to provide omni-channel customer support
  • Knowledge management and self-service options integrated into the service process
  • Increasing the ability of SEI to perform root cause analysis
  • Greater automation across customer service management and field service management processes
  • Scalability and flexibility to align with SEI’s growing customer base

Our Results

SEI now has an industry-leading CSM solution that allows them take a proactive approach to customer service. Workflow automation has greatly increased efficiencies across the organization.

The customer service portal has reduced the volume of calls, and the client has seen a reduction in average issue resolution time.

The CSM solution helps SEI deliver a superior customer experience. SEI is able to focus on their core strength of customer service.

The solution was  tailored and aligned with the specific needs of each department with the organization. Increased volume capabilities help reduce the need for additional manpower. Resources dedicated to maintaining inefficient legacy systems have been redeployed to more effective uses.

Reduction in Average Call Handling Time
Decrease in Age of Case Escalations
Reduction in Response Time During Major Incidents
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“Solugenix helped us develop the best solution for our customers and our business. ServiceNow CSM offers an effortless service experience to customers through automation, connects customer service to other parts of the organization and lets us deliver proactive service."

SEI LLC Customer Service Management

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