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EDI systems, majorly used in Supply chain logistics and management
Two support teams - one for front end issues and one for backend issues, sometimes both
Front end team - tech support - on Kayako
Back end team - ops support - on OSticket
Keen on portal similar to how it was set up on Feefo, solution articles
Collaboration between frontend and backend support teams
SLAs - multiple SLAs
Reporting, clunky in Kayako today
Tech support - 160-200tix/week
Backend support - 160-200tix/week
Agents - ?
Type of queries - Troublshooting?
DIY system?
[email protected]
[email protected]
[email protected]
[email protected]
Sugar. Sage CRM information
Spoke about Freddy, long term, chat and phone not key immediately
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