Rescuing a Damaged, High-Value Relationship

Who

Director of Customer Operations

Issue

Using Readyly data analytics, an AdTech company uncovered the fact that 100% of a VIP customer’s tickets, while low in volume, were exceeding the 24-hour IRT SLA. Unfortunately, their Zendesk ticketing solution does not include SLAs in its reporting. The result was significant damage to an important, multi-million dollar customer relationship that was coming up for renewal.

Solution

With help from Readyly, the client adjusted ticket routing to prioritize this high-value customer and monitored progress through Readyly’s Priority Ticket Tracker. The client communicated the new measures to the customer, immediately improving the relationship.

Result

Currently 100% of tickets are within the SLA. The VIP customer’s confidence in the client dramatically improved, leading to contract renewal.