Case Study: Hexagon boosts agent efficiency with AptEdge

Agent Efficiency to Streamline Customer Support

Hexagon, a global technology company, faced significant challenges after a series of acquisitions left it with disparate support teams and disconnected knowledge bases. This fragmentation made it difficult for their global agents to access information quickly, leading to inefficiencies and longer customer resolution times. To address this, Hexagon turned to the vendor AptEdge for a solution to unify its customer support systems.

By implementing AptEdge, Hexagon integrated its varied knowledge sources into a single, cohesive system. This solution provided agents with access to 50-60% more information, which dramatically streamlined their workflow. The results included a 50% increase in agent efficiency and a significant improvement in customer satisfaction due to faster and more accurate ticket resolution. The success with AptEdge has positioned Hexagon to further innovate its support experience.

Hexagon

Adam Savage

Chief Operating Officer