Challenge

Extracting value from support ticket content for service optimization, process optimization, predictive analytics and knowledge base expansion predominantly remains an ad-hoc and even frequently manual process. This causes high criticality issues to remain open far too long, potentially costing your organization millions. Low-criticality issues often seem innocuous but can still cost your company great sums of money as they frequently occur and are never given a long-term fix due to their low criticality. DevOps and Customer Support teams lack the right tools to look at these issues within the bigger picture.

Solution

SumUp's platform enables a novel approach to support ticket workflows through a combination of quick topic extraction, key metrics, metadata filters, dashboard alerts, and pivot tables that allow you to slice your data any way you want. This leads to lightning-fast root cause analysis, improved resource allocation, request routing, and reduced issue response time to speed up your entire support workflow.