Case Study: a major BPO company boosts customer satisfaction with Wavity Help and Service Desk Solutions

Business Process Outsourcing Company - Customer Case Study

A major business process outsourcing company worked with Wavity after relying on multiple homegrown ticketing applications that supported different customer workflows. As the company’s needs grew, making changes to user interfaces, data fields, computations, workflows, and analytics became time consuming and expensive, leading to customer satisfaction issues.

Wavity implemented its zero-code Help and Service Desk solution using the Wavity Platform, Application Designer, and wBots to replace the legacy ticketing environment with a modern cloud system. The result was a 70% reduction in time to address workflow and UI changes, an 80% increase in customer satisfaction, a 90% decrease in IT costs, and 100% improvement in on-demand analytics, with the customer noting that changes could now be made in days or even hours.