Case Study: TXM Global achieves 99%+ SLA compliance with Vtiger CRM

TXM Global - Customer Case Study

TXM Global Solutions, a top 100 telecommunications solution provider, needed an ITIL-aligned Incident Management system for its Americas division to register, assign, track, and resolve customer incidents across phone, email, and a self-service portal while meeting multiple SLAs and detailed reporting requirements. The company also needed a solution that could handle different customer contracts with varying service terms, and do so with quick implementation and strong value.

Vtiger CRM’s Help Desk Module was implemented with extensive customization, including a self-service portal, custom and calculated fields, workflows, web forms, dynamic SLAs, and automation. With Vtiger, TXM Global improved visibility, collaboration, and issue resolution speed, boosting end-customer satisfaction from 7.4 to 8.9% and achieving over 99% SLA compliance within the first three months.

TXM Global