Faced with the necessity to innovate, a leading chemical company based in USA, embarked to revitalize its platform- an IIoT enabled integrated Digital Platform . This company recognized an urgent need to deepen customer engagement, enhance the efficiency of its support operations and integrate groundbreaking technologies such as augmented reality. This endeavour was driven by a pressing requirement to refine user interactions, streamline internal support processes and bolster the efficiency of handling support requests. This case study articulates the pressing needs that propelled the project, the obstacles the company had to navigate, the strategic solutions it implemented and the tangible benefits that were realized, highlighting the company's proactive approach to leveraging technological advancements for improved user experience and optimize ticket management processes.
To address these challenges, this company embarked on a strategic initiative that involved the incorporation of augmented reality solutions into their existing support ticketing system. This innovative approach aimed to foster seamless interactions among the Support team, the internal onfield team, subject matter experts (SMEs) and customers. The project's cornerstone was the integration of a customizable Live Chat feature, enhancing real-time communication and support ticket management. The solutions deployed were precisely designed to enhance the user interface, provide immediate communication features and leverage augmented reality technology for immersive support experiences with existing ecosystem providers – Microsoft’s Remote Assist. With Microsoft’s Graph API – ability to integrate MSO365 services to any system, the company went on to give the augmented reality technology that needed to be incorporated into their platform its own name.
The project's objectives were multifaceted, focusing on elevating the overall user experience,
enhancing real-time communication capabilities, optimizing the support ticket system, and integrating
innovative technologies for a more interactive and engaging support experience. The solutions
implemented included:
Live Chat Functionality: Introduction of a user-friendly floating icon for initiating live chat sessions,
aimed at providing swift responses to customer support queries and facilitating immediate
communication within the internal on-field team.
Push Notifications: Deployment of push notifications, to alert the administrative team of new chat
requests, ensuring prompt responses.
Email Summary Transcripts: Automatic generation and emailing of chat session transcripts to all
participants, serving as a comprehensive record of interactions and resolutions.
Dashboard Metrics: Provision of real-time chat interaction statistics through the third-party tool's
dashboard, assisting in performance monitoring and strategic decision-making.
Enhanced Ticket Management: Implementation of new features for an improved support ticket
management process, including ticket assignment to Subject Matter Experts and the introduction of
status updates and criticality indicators.
Activation for Immersive Support: Enabling sessions for a more immersive support experience through
augmented reality technology, particularly for tickets that were not resolved initially by the Internal
Support Team.
Call Scheduling Functionality: Introduction of a call scheduling feature to streamline support processes,
ensuring that calls from the client’s platform are efficiently managed and redirected as needed.
The project encountered challenges such as user adaptation to new features and complex technical integrations. These were addressed through comprehensive training sessions and by leveraging Microsoft-aided services like MS Teams and Remote Assist to ensure seamless integration
The initiative led to enhanced user engagement, as evidenced by a significant increase in customer interactions through the live chat feature. The optimization of the support ticket process, coupled with the integration , markedly improved issue resolution times and overall operational efficiency.
By integrating cutting-edge technologies and refining user interfaces, this company has not only streamlined its support processes but also significantly enhanced the overall user experience. This case study underscores the transformative impact of digital solutions on customer engagement and operational efficiency across various domains.