Case Study: Trintech Achieves 14% Faster Resolution and 99% CSAT with AptEdge

chieves 99% Customer Satisfaction

Trintech, a provider of cloud-based financial close and reconciliation software, faced challenges with siloed information and inefficient internal communication within its support teams. This fragmentation led to delays in resolving customer support cases, which risked customer satisfaction and retention. To address this, they implemented AptEdge's Answer AI and Ticket Insights solutions.

By leveraging AptEdge, Trintech centralized its data and refined the accuracy of its support responses. The solution resulted in a 14% reduction in resolution time, saving an estimated 3,000 days of waiting time annually and creating capacity equivalent to four full-time agents. Most notably, customer satisfaction scores for cases managed using AptEdge rose to 9.8.

Everbridge

Jim Fischer

Vice President, Support and Dataflow Services