Case Study: Nyfix
NYFIX hired Navatar to redesign their various customer support and help desk processes globally and implement salesforce.com to improve customer service
Challenge
The Wall Street based trading technology provider wanted to redesign its global Sales and Customer Support/Help Desk organizations and processes. NYFIX hired Navatar to re-design the processes and transition to the salesforce.com platform.
Solution
- Conducted process re-design phase to understand current Sales & Support processes, organization and practices
- Designed new processes and obtained consensus from various groups
- Successfully implemented salesforce.com to support the new organization and processes
- Helped roll out system to all constituents
Results
- Will potentially improve response time for trouble tickets
- Foundation for more accurate business metrics and measures
- Central tracking for all types of trouble tickets
- Standardized processes for different tiers of Support
Please contact us at (212) 461-2140 or sales@navatargroup.com
