The technology arm of this Fortune 250 Financial Data Services enterprise has a team of around 600 people spread across three locations. Between them they are responsible for supporting a complex and extremely busy digital customer support operation.
Email, online chat and the platforms supporting them all require optimization, maintenance, and support. Despite being well-versed in Agile methodologies, due to rapid business growth, the support team was experiencing major delivery delays.
The net effect of these delays was a decline in the quality of customer service and an impact on the brand’s carefully protected market reputation.