Talea Consulting chose Deepser to simplify the management of support requests and automate the monitoring of prepaid hour packages. The platform streamlined the support team’s work and made sharing information with customers more immediate, keeping pace with the growing number of requests handled each day.
The challenge
Before adopting Deepser, Talea Consulting used IBM Lotus Notes to manage its customers’ support requests. The solution made it possible to log calls, but it had several limitations compared to the operating methods the company had developed.
One of the main difficulties concerned the management of t-Care packages, the support service through which customers purchase a set number of hours. The previous system did not allow the time spent on each request to be automatically deducted from the available package. The team therefore had to track this information separately, increasing the manual work needed to check usage and update each customer’s situation.
Platform configuration was also a limitation. Every change required other people to step in, reducing the team’s autonomy and making it less immediate to adapt the system to new operational needs.
Meanwhile, the number of customers served kept growing along with the volume of requests received each day. Talea Consulting therefore needed a solution able to support this evolution, keeping support activities and all the information linked to the services delivered under control.
The solution
Talea Consulting did not evaluate other platforms before choosing Deepser. The ability to completely replace the previous system without giving up the features already in use made the choice immediate.
Deepser also offered tools the company considered particularly important for developing the service, including the Knowledge Base and the CMDB. The platform was therefore adopted to manage operations and the requests submitted by customers through the End User portal.
The implementation also involved contract management and reporting. All the information needed to follow the relationship with each customer was brought together in the same environment, making it easier to check the status of requests and verify the use of purchased services.
The management of t-Care packages was automated, allowing the team to monitor with greater precision the hours used for each intervention. Automatic statuses also helped make request monitoring more streamlined, reducing the manual updates needed during the various processing stages.
Another particularly useful element is the change history. For each contract and its related lines, the team can check what information has been updated and trace who made the change. Full-text search also makes it possible to quickly locate the information in the system, even when it is spread across different tabs and sections.
During implementation and in the following phases, the Deepser team supported Talea Consulting in managing requests and adapting the platform to the company’s ways of working.
Today Deepser is a central tool for managing customer relationships and for the work of our support team. It has allowed us to automate the t-Care packages, follow requests more closely, and share information more easily. It is a flexible and intuitive platform, able to keep pace with the growth of our services.
Lucia Renzi, Project & Support Manager, Talea Consulting srl
Results and impact
The introduction of Deepser clearly improved the management of t-Care packages. Calculating the hours used became more automatic and the team can check each customer’s situation more easily.
Information sharing also benefited from the new system. The End User portal gives customers a dedicated access point to submit requests and follow their progress, while the support team keeps an up-to-date view of the activities still to be completed.
Automatic statuses simplified internal monitoring and made it more immediate to understand which stage each request is at. At the same time, change traceability makes it possible to quickly reconstruct the updates made to contracts and the related lines.
Talea Consulting does not have quantitative data on the improvement achieved. In the period following the adoption of Deepser, however, the customer base grew significantly and the number of daily requests increased. The platform allowed the team to keep pace with this growth while maintaining orderly management of activities and information.
Today Deepser is one of the main tools for managing customer relationships and for the work of the support team. The goal is to continue extending the features used, so as to further improve the service offered to customers and colleagues.
About Talea Consulting
The company supports its customers in digitalizing processes and document flows, developing solutions dedicated to automating activities and managing information. Thanks to its consulting and technological expertise, it follows customers from the design of solutions through to post-implementation support, ensuring continuity in the management of digitalized processes. It also offers operational support services through its own t-Care team.
