We're in the midst of finalizing a case study featuring how one of our customers used Glassbeam to make it's support organization more efficient. Will be sure to update you when we launch the case study, but can share some key findings,
One of the greatest benefits of using Glassbeam was the usage of threshold events and automatically opening cases in CRM systems (hitherto done by L1 support personnel). This resulted in substantial cost savings.
Further, the client was able to support a growing install base without increasing headcount in a linear fashion. Thereby, accruing more revenues without corresponding increase in cost - all adding up to revenue and margin increases!
Bottom lime was a 20% reduction in costs. And, a more satisfied and productive support team.