Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award, Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful. In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. Today, Cherwell® Service Management software enables IT departments to easily automate routine tasks, enhance response times and free up valuable time.
Frustrated by the inflexibility of their previous contact center system, Cherwell knew it needed to find an agile, scalable solution that would support their vision of being a best-in-class customer service provider. Cherwell’s top priority was finding a solution with the data transparency and ease of administration it needed to make informed decisions and adjustments on the fly without intervention from a support team. After evaluating several options, Cherwell chose Talkdesk for its flexible, modern architecture, depth of reporting and clear view into the entire contact center.
Talkdesk’s simple administrative interface allows Cherwell to make changes on the fly such as quickly adding new phone numbers for partner teams and offering support to customers across the country and around the world. As a growing company, the agility to make changes in seconds and without relying on vendor support is crucial to streamlining operations and consistently providing immediate customer service.
With Talkdesk’s Reporting and Analytics, Cherwell now has access to the data it needed, gaining the ability to identify patterns and trends around call volume, hold times and other key metrics. With clear insight into these important metrics, Cherwell was able to make proper staffing decisions and dramatically increase operational efficiency. Cherwell also leverages Talkdesk for Slack to notify its agents of certain thresholds, empowering them with the right data to make the best decisions for their clients.
Bill Burch, Vice President of Customers Service, Cherwell
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