Cloud-Service-Provider
Case Study
Cloud Service Provider
The customer is a leading cloud service provider with global offices. They recently outsourced their entire support functionality to a single outsourcing provider. The outsourcing provider sought our help in delivering a solution to the customer.
The Problem
Support tickets raised by millions of customers were captured using various ticketing tools like Jira, ServiceNow, Mantis, Zendesk, and others, depending on the vendor providing support services. As the customer consolidated their support functionality to a single vendor, they needed to unify the data from multiple sources to categorize issues, prioritize severity, and build knowledge bases and cloud automation tools.
The Solution
BIRD was deployed to integrate disparate data from multiple service providers. Numerous data quality issues were identified, and BIRD’s transformation services were effectively used to clean and unify the data, providing comprehensive ticket analysis. While the project was initially expected to take six months, BIRD enabled the development of a solution in under a month.
The Results
- The customer successfully automated their support process, with full transparency in ticket analysis provided by BIRD.
- The previously complex task of consolidating tickets from multiple providers was made seamless through BIRD.
- Ticket classification and categorization are now handled efficiently and effectively.