Established in 2009, our client specializes in operational, administrative, compliance, and accounting business processes for SME’s, accounting firms, and financial planners.
Being a leading accounting services firm with a vast customer base, the client received an increasing number of customer service requests, which had to be processed on a timely basis, followed by escalation procedures based on job delays and completion.
The client wanted a workflow automation, wherein the tasks exceeding the TAT (Turn Around Time) or if an employee is not picking the assigned task should be transferred to the next available person.
The client also wanted to understand customer revenue mapping and employee productivity, and business profitability metrics.
That said, the primary object was to combine the workflow with a single centralized back-office administration console that brings the different entities together with key business metrics. The client compared Zuci with many other vendors and technology options to build a collaboration platform between employees and the end customers, before finalizing us for this project.