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  • To Enable Chat Communications On Microsoft Teams Integrated With BMC Remedy

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    karthik83.v209
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    Tryvium desk was implemented for a global life science company to enable chat communications on Microsoft Teams integrated with their BMC Remedy system. This solved challenges of long chat queue times, disconnections, and lack of cloud deployment. Key features implemented included notifying users of wait times, context tabs for ticket creation in Remedy, canned responses, file sharing, and multilingual support. Agent productivity improved and average wait times reduced from over 3 to 1.5 minutes. User experience increased 30% with a seamless system between users and agents.

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    Sensiple-TRyvium-desk-for-a-multinational

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    Tryvium desk was implemented for a global life science company to enable chat communications on Microsoft Teams integrated with their BMC Remedy system. This solved challenges of long chat queue times, disconnections, and lack of cloud deployment. Key features implemented included notifying users of wait times, context tabs for ticket creation in Remedy, canned responses, file sharing, and multilingual support. Agent productivity improved and average wait times reduced from over 3 to 1.5 minutes. User experience increased 30% with a seamless system between users and agents.

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    © All Rights Reserved
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    32 views3 pages

    To Enable Chat Communications On Microsoft Teams Integrated With BMC Remedy

    Uploaded by

    karthik83.v209
    Tryvium desk was implemented for a global life science company to enable chat communications on Microsoft Teams integrated with their BMC Remedy system. This solved challenges of long chat queue times, disconnections, and lack of cloud deployment. Key features implemented included notifying users of wait times, context tabs for ticket creation in Remedy, canned responses, file sharing, and multilingual support. Agent productivity improved and average wait times reduced from over 3 to 1.5 minutes. User experience increased 30% with a seamless system between users and agents.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 3

    Case Study

    experience one...

    Tryvium desk for


    A Leading Global life science company
    to enable chat communications on
    Microsoft Teams integrated with BMC
    Remedy.

    https://tryviumdesk.sensiple.com/
    Challenges
    A Leading Global life science company faced challenges in Integration with Remedy and
    with real time translation services

    Long chat queue time and frequent chat disconnections ending up in rigid end user
    experience

    Also, there was no cloud-based deployment and hence frequent ServiceDesk


    maintenance issues

    Solutions Provided

    Tryvium desk for Teams - Hosted in A Leading Global life science company Azure Tenant

    Notify Queue Wait Time

    Understanding the Context

    Skill Groups & tags

    Operational Hour Configuration

    Context Tab integrated with BMC Remedy for ticket creation

    Canned Responses

    Conferencing option

    File sharing

    Agent Performance Tracking

    Generate Reports

    Pre- Set Holiday

    Dashboard

    Multilingual support has enhanced user experience


    Customer Benefits
    Using Tryvium, average waiting time for the user has reduced to 1.5 minutes from more
    than 3 minutes

    Agent productivity is improved by the user friendly nature

    Popup notification for new chats and messages

    Agent productivity and chat trafffic is tracked by the supervisor using the admin console

    Status of the agents is tracked using status indication

    SLA and agent based reports is drilled out

    User friendly system for end-users increased chat adaptability by 30%

    Provided a seamless experience between end-users and agent

    About Client
    A Leading Global life science company is a Dutch based Life Science company, producing
    nutritional products and performance materials for their core customer sectors like animal
    nutrition companies, infant food makers, and the personal care industry

    Implementation Highlights

    MS-Teams Channel

    BMC Remedy Integration

    40 plus license count

    Snapshot of MS-Teams and BMC Remedy

    marketing@tryvium.com

    https://tryviumdesk.sensiple.com

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