Client Profile
The client is an IT company having products in the area of Hospital Information Systems (HIS),
Electronic Medical Records (EMR) and Supply Chain Management
Problem Faced
Poor quality of support (consistently missing SLAs) leading to customer dissatisfaction and customer attrition
Radiant’s Solution
Deploy a hybrid approach of Agile, Kanban and traditional PM practices involving multi-tier planning, close
monitoring and controlling of support activities
Implementation of an active customer engagement mechanism through SLA performance reports and periodic
governance meetings
Outcome
Within two months, the Support team started meeting / exceeding SLA targets
Improvement in customer satisfaction levels, reduction in customer escalations
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