Case Study: XACCT Technologies achieves flexible web-based customer support with TechExcel ServiceWise

XACCT Implements ServiceWise Web for Workflow Customization

XACCT Technologies, a leader in intelligent business infrastructure software for Internet carriers and network service providers, needed a more flexible customer support system than its proprietary tool could provide. The old system lacked customization, alerting, and Web access, making it harder for XACCT to support its growing global customer base. TechExcel’s ServiceWise Web was chosen to address these workflow and customer service challenges.

TechExcel implemented ServiceWise Web to support XACCT’s worldwide support team with customizable workflows, email notifications, knowledge management, reporting, and user permissions. The solution was installed quickly, with the support group using it within a week and the entire team on board within six weeks. XACCT reported better customer visibility, more accurate knowledge control, and improved incident handling through tailored workflows and automated alerts.

XACCT Technologies

Yinon Eliaz

Manager of Customer Services Americas