Customer Support Ticketing System Implementation Case Study

This case study examines how POMS Corp. adopted TeamSupport to enhance their customer support operations. POMS Corp., a provider of manufacturing execution systems for FDA-regulated products, faced challenges with their previous customer support solution, which relied on a shared inbox. In 2020, they implemented TeamSupport to streamline their ticketing process and improve customer satisfaction. The case study details the transition to TeamSupport, highlighting the creation of a robust knowledge base that significantly increased user engagement and reduced ticket volume. The results indicate a 10% decrease in ticket volume and a consistent 96% customer satisfaction rating, attributed to the ease of use and efficiency of the new system. The study also discusses the ongoing improvements in support operations, such as the customization of ticket fields and automation features that help maintain service level agreements. POMS Corp. plans to further enhance their support capabilities by incorporating additional automation and live chat features.