Optimizing Issue Management in Global Logistics Environment
Problem Statement
A leading global logistics services provider managed multiple Freshservice instances across various business functions globally to support diverse client teams. However, they faced significant challenges in effectively managing issues across the appropriate Freshservice instances, ensuring proper data synchronization between them, and maintaining seamless conversation and communication syncing. Manual transfers were error-prone and time-consuming, leading to adverse impacts on service delivery and customer satisfaction.
Solution Approach
To address these challenges and enhance service efficiency, a tailored application was developed to integrate Freshservice instances seamlessly. This innovative solution facilitated the identification of the right business unit to handle specific issues, with dynamic configuration of business rules by the relevant business functions. Moreover, the solution ensured synchronized conversations and resolution data and status between source and destination systems, guaranteeing continuity and accurate updates.
Key Features
Dynamic Business Rule Configuration
Dynamically configuring conditional rules to determine the relevant business functions responsible for managing customer requirements.
Secure Integration Platform
Establishing a secure connection between multiple Freshservice instances and other pertinent systems to ensure data integrity and confidentiality.Automated Workflow Process
Initiating automated business processes between the source and designated destination business applications, streamlining issue resolution and task management.
