Identifying the Need for Optimized Service
Palo Alto is a next-generation security company leading a new era in cybersecurity by safely enabling all applications and preventing threats from achieving their objectives for more than 26,000 customers around the world.
AGENT EXPERIENCE IMPACTS CUSTOMER SUCCESS
Palo Alto Networks wanted to replace its existing support system and make enhancements to a new platform to address service inefficiencies and agent productivity obstacles impacting the overall customer service experience.
Members of the Global Support team, consisting of more than 150 technical support engineers, utilized GoToMeeting 8-10 times a day to troubleshoot issues, and would spend approximately three minutes and eight clicks to initiate this process with customers over the phone.
Palo Alto Networks' technical support center and mangers were also tied to several different support systems and forced to switch between several different views including case queues, escalations, email, dashboards, and events to manage the business.