Customer

 Service  Management  –  Helsinki  Updates  

Target   Head  of  Customer  Service,  COO,  CEO  
Current  focus  on  B2B  technology  companies,  expanding  to  tech-­‐enabled  industries  like  Financial  Services,  
Healthcare  in  Commercial,  Enterprise  and  Large  Enterprise  segments  
Why  We  Built  It     In  Helsinki,  we  added  targeted  communica;ons  as  a  means  to  send  out  proac;ve  no;fica;ons  to  just  a  sub  set  
of  relevant  customers.  We  introduced  various  customer  self  service  op;ons  to  help  improve  agent  produc;vity  
and  leveraged  the  newer  Service  Portal  Designer  to  enable  customers  build  and  customize  their  portal  much  
easily.  
Problem(s)   *Produc;vity  drain  from  agents  working  on  repe;;ve,  low  value  tasks  
*Reac;ve  service  driving  up  case  volume  
Value   With  Helsinki,  customer  service  groups  can  now  improve  agent  produc;vity  through  various  customer  self-­‐  
(elevator  pitch)   service  op;ons  for  registra;on,  approval,  user  and  data  management.    They  can  also  deliver  proac;ve  service  
and  drive  down  case  volume  with  targeted  and  ;me-­‐based  content  publishing.  With  the  new  Customer  Service  
Portal  powered  by  our  Service  Portal  Designer,  customers  now  have  a  modern,  responsive  and  easy  to  build  
and  customize  portal  that  creates  a  more  engaging  experience.  

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