Reduce Support Costs by Optimizing Relevancy

Presented by

Desi DosSantos, VP Alliance Products, xMatters & Erik Hille, Sr Principal Product Marketing Manager, CA Technologies

About this talk

This session focuses on how to wring efficiency out of Support processes by connecting the right resources with the right issues and problems on the first try, and matching relevant information with what matters to each individual in the process. It will explore how to achieve a higher first call resolution rates, while realizing up to 25% fewer inquiry calls to the service desk and a potential 85% reduction in time spent on every ticket from occurrence to assignment.

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