Enabling operation managers to automate service ticket clustering (similar tickets), automate assignments and auto-suggest answers.

1. !!!!Service!Management
Being!Ahead!With!Service!Insights

2. The!exponen:al!growth!of!data!generated!
through!customer!interac:ons!in!different!
communica:on!channels!and!devices,!
made!customer!service!highly!complex.!
Orders,!Incidents!and!Surveys!are!oDen!
processed!in!different!systems!and!
formats,!making!them!difficult!to!analyze!
and!contextualize!to!gain!a!360°!view!on!
the!customer!journey.

3. 3"
Get!an!in:mate!understanding!of!markets!&!customers,!in!
realO:me,!embedded!in!any!CRM!!!
At!Squirro!we!help!organisa:ons!to!unify!the!
informa:on!from!all!internal!and!external!data!
sources,!to!drama:cally!lower!:me!to!insights!to!
improve!customer!sa:sfac:on…

4. 4"
Our!solu:on!offers!the!capability!to!monitor!new!media!
channels!like!Facebook!&!TwiVer!as!well!as!other!
external!sources!such!as!the!Web,!Blogs!and!Fora,!
allowing!companies!to!perform!a!proOac:ve!customer!
service.
Public, internal and premium information

5. 5"
Interac:ons!with!customers!in!eOmails,!incidents!or!surveys!can!be!
analyzed!in!detail!to!provide!business!cri:cal!informa:on!on!all!
customer!relevant!topics,!allowing!companies!to!improve!products,!
processes!and!take!appropriate!countermeasures!to!improve!
considerably!customer!sa:sfac:on.
3"

6. And! because! you! have! already! enough! systems..!
Our! solu:on! is! available! as! integra:on! in! systems!
such! as! Salesforce! Service! Cloud,! Service! Now! or!
BMC!Remedy…
6"
Unlocking your data's full potential
4"
Squirro!automa:cally!routes!incidents!and!proposes!
resolu:ons!to!reduce!considerably!the!first!call!resolu:on!
rate!as!well!as!the!meanO:meOtoOresolu:on!rate.!!

7. Languages
X 15Customer
Insights
Internal &
external data
together
Control SLA
Reponses
Automated
Incident
Routing
Changes that
you need to
know
Alerts
Advanced
Search
Improve"Customer"
Service"KPI’s"and"
fully"engage"with"
your"customers"
Get"360°"insights"
on"your"customers"
from"all"available"
informaEon"
sources."
"
Fix"problems"
efficiently"and"delight"
customers"in"the"
process"
Meet"customers"
where"they"live"
and"support"them"
through"the"
customer"journey"

8. Get a 360° view
on your
customers from
all available data
sources.
Information
defined, delivered
how you like it
Less incidents
and faster
resolutions
thanks to
advanced
analysis and
routing
capabilities.
Reducing
Research time
& improving
decision making
thanks to solution
recommendations
8"5"
Efficiency
View
360o
Reduced
costs
1
2
3
Competitive
Advantage
Overall! providing! a! 360o! view,! enabling! reduced! research!
:me! with! improved! insights! thus! reducing! overall!
opera:onal! costs,! empowering! faster! and! greater! decision!
making,!giving!you!the!compe::ve!edge

9. Squirro’s Service Insights Solution has an impact on several customer service relevant
KPI’s as per below:

10. 1
0"
8"
Squirro
The!insights!company
""
Online Demo White PaperUse CasesSquirro.com