Ticket Accuracy That Builds Trust
1Point1 helped CBIC minimize reopen tickets by optimizing support workflows, training teams, and using analytics, boosting resolution quality and customer satisfaction.
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THE CHALLENGE:
Inefficient Resolution, Low Sentiment
CBIC’s support team was facing an increasing number of reopened customer support tickets.
Repeated queries were creating frustration among customers and burdening internal teams.
The root causes behind reopen tickets were unclear due to inconsistent analytics and categorization.
Misrouted or mishandled tickets led to delayed responses and poor first-time resolution.
CBIC needed a reliable partner to streamline their support process and uplift customer sentiment.
Root-Cause-Driven Support Optimization
- 1Point1 conducted a root cause analysis using advanced analytics to identify common patterns in ticket reopenings.
- Designed and delivered custom training modules to empower support staff with the tools and knowledge needed for first-time resolution.
- Introduced a structured escalation path to route complex queries directly to subject matter experts.
- Improved ticket categorization to ensure cases were assigned correctly from the start, reducing delays.
- Enabled real-time analytics to help supervisors track reopening trends and intervene proactively.
How 1Point1 Helped
- The improved resolution process led to fewer repeated customer complaints and enhanced operational efficiency.
- Real-time monitoring tools empowered CBIC to proactively act on ticket trends before they escalated.
- Support staff felt more confident in resolving tickets with accuracy, leading to higher morale and better customer experience.
- Overall customer sentiment improved significantly, reflecting CBIC’s renewed focus on quality and responsiveness.
CX You Can Quantify &
Impact Your Customers Can Feel
Impact Your Customers Can Feel
45%
Reduction in reopened tickets within the first quarter
35%
Improvement in first-time resolution accuracy
50%
Faster escalation handling for complex cases
28%
Increase in positive customer feedback scores
More about the business solution
Using its intelligent BPM and analytics-driven approach, 1Point1 enabled CBIC to transition from a reactive support model to a proactive service engine. Monthly performance reviews and real-time dashboards offer transparency and agility, while targeted team training ensures consistency in support quality. By reducing reopen rates, 1Point1 helped CBIC redirect its resources toward improving customer experiences, increasing satisfaction, and building long-term trust.