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Branch Support Portal
COO and CIO
Content creation and management tools were outdated and inefficient Wanted to improve content authoring efficiency and reduce cost of call center support
Reason For Issue(s)
Increased technical support costs from the employees at the branch offices
Create a self-service help desk portal
Fenway Group provided a collaborative consulting team to assist the customer in realizing their vision of a solution.
Web application development, external portal, analytics, UX, system integration, process improvement.
Implementation and use of the self-service portal reduced costs by $500,000 a quarter by decreasing the number of T1 calls to the help desk.
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