Account Management
One version of the truth for account reporting
Monthly client packs took days to assemble by hand. Now they build themselves.
3 days saved per account each month
Read the storyService Desk Operations
Cutting ticket handling time with an AI copilot
Agents were spending too long searching for answers. A copilot inside the ticketing tool changed that.
- faster average handling time
- 32%
- quicker new-starter ramp-up
- 4 wks
- of agents would recommend it
- 91%
The challenge
Agents switched between several knowledge sources to resolve each ticket, and new starters took months to reach full productivity.
What we did
We co-designed an assistant with a group of agents, grounded it in approved knowledge articles and piloted it with one queue before rolling it out more widely.
The outcome
Handling time fell, new starters ramped up faster and agents reported less time spent searching.
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More case studies
People & Resourcing
Automating onboarding across five systems
Setting up a new joiner touched five systems and took a week. Now it takes a day.
80% less manual effort
Read the storyGot an idea or a problem worth solving?
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