Case Study: Trintech reduces resolution time and boosts CSAT with AptEdge

Boosting Efficiency and Customer Satisfaction

Trintech, a provider of cloud-based financial close and reconciliation automation software, faced challenges with siloed information, inefficient internal communication, and maintaining customer satisfaction. To address these issues and scale their support without expanding their team, they turned to vendor AptEdge and its Answer AI solution integrated within Salesforce.

By implementing AptEdge, Trintech centralized its knowledge and accelerated response accuracy. The vendor's solution resulted in a 14% reduction in resolution time, saving an estimated 3,000 days of waiting time annually. Customer satisfaction scores for cases managed with AptEdge also rose dramatically to 9.8, significantly boosting retention and agent productivity.

Trintech

Jim Fischer

Vice President, Support and Dataflow Services