Business Challenges

• Freshdesk is used by customer as their primary ticketing tool
• However it was not efficiently used by legal group due to complex business process and rules associated
• Multiple steps of workflow coupled with approval process was needed by customer to improve TAT
• Lack of over all communication

Project Highlights

• Furnished overall business process rules, workflows required
• We suggested process automation leveraging our experiences in rule engines and workflow management
• Entire approval process was built to ensure assigned tickets & tasks are handled pro-actively
• No GUI change from user’s perspective , Power BI for SR reporting /dashboard backend platform to manage data and workflows

Customer Benefits

• The customer project worth million dollars were delayed due to lack of legal document approval.
• The TAT was improved significantly which led saving in terms of providing approval on time.
• Proper communication and escalation helped customer to be more accountable