Challenges
The development of a console and automation tools was to allow the implementation of levers essential to improve the performance of user support teams, and thereby impact the perceived quality and satisfaction:
- Reduce ticket processing times,
- Improve the support team experience,
- Focus support team activities on higher value-added tasks,
- Improve user satisfaction,
Consort was able to demonstrate its agility by adapting to a changing perimeter, and to the technical and organizational constraints of the client.
Nora ZEMMA | Business Engineer Bank Insurance - Business & Testing - Consort Group
Multidisciplinary project team
Consort France set up a project team in agile mode made up of a Scrum Master / Proxy Product Owner, PHP and RPA developers, a UX-UI to accompany the development of a console and automation tools aimed at dealing with irritants that are clearly identities by promoting :
- The automation of ticket processing,
- The simplification and fluidity of the processing.
Consolidation
Consolidate the tools used by the N1 and N2 support teams into a single tool (development of a single console for N1 and N2 support)
Digital WorkplaceAutomation
Automate certain support processes using RPA (potentially coupled with other automation tools such as the AWX/Ansible orchestrator) in order to relieve N1 and N2 support
RPA18
months of project
6
FTE
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