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Business Process Innovation
Creating systems for improving organizational efficiency and performance

Challenge:  CSM training was ineffective​​

  • Training content was scattered across dozens of sites​

  • CSMs were not retaining key concepts​

  • CSM’s did not understand what action to take and when​

  • CSM ramp up time simply took too long 

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Challenge:  CSMs needed help advising customers on key support trends​​

  • Service request data had to be exported to Excel and then sliced and diced for trend analysis​

  • No automated solution existed​

  • CSM’s who were not comfortable with Excel analysis were unable to present support trends for their customer engagements​

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