Mission

• Reduce customer service level (SLA) (user waiting time) with complex requirements
• Improve the EDM unsubscription procedure

Customers

• Internal: Customer Service team
• External: User who encountered issues with user rights, 2B POC user

Solution

• Provide specific user rights modification functions
• Adding single/group user unsubscription of EDM function

Matrics

1. The specific type of customer complaint: close time speed up from 72h to 24h
2. B2B Customer Satisfaction(CSAT) from 70% to 78%