Client Background
- Our client is an established SaaS provider of ERP applications to the financial services industry
- While the client’s L1 support unit managed to resolve most user issues, many were flagged for L2 and L3 support
Xoriant Solution
- To establish a baseline of issues, Xoriant analyzed the L1 and L2 support calls to identify the most common queries
- The team proposed a series of custom-branded, rapid eLearning courses and nugget-sized, interactive tutorial videos to explain the product’s proper usage and highlight its benefits (as opposed to its features)
Key Benefits
- Solved common customer support queries through eLearning nuggets
- Reduced support calls 35% by redirecting customers to demo videos
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