Cherwell Software, a global leader in enterprise service management, will shift its contact center operations from its current system to Talkdesk’s modern-day enterprise platform. Citing ease of use and set up, fast implementation and cloud flexibility, Cherwell chose Talkdesk to support its customer service operations across three contact centers supporting over 1,700 customers, to the Talkdesk cloud platform.
“We knew that moving to a cloud solution would give us more options including giving us the reporting that we wanted, along with ease-of-administration when changes needed to be made quickly,” said Bill Burch, Vice President of Customer Service at Cherwell Software.
Cherwell has experienced unprecedented growth since launching its flagship IT Service Management product in 2007, fueled by rapid adoption that has exceeded industry growth, expansion globally, and supported by new investor interest that translated into raising $172 million in April 2018. With this success came customer service frustrations brought on by a legacy system that no longer met their needs. Cherwell needed a platform that allowed them to analyze their customer data, more closely monitor CSAT and decrease hold time. Additionally, Cherwell’s decision was motivated by Talkdesk’s easy implementation and ability for their staff to make simple, self-service changes like adjustments to IVR prompts and call flows.
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Growth was also a key factor in Cherwell’s decision to select a scalable cloud solution from Talkdesk. With increasing headcount growth, Cherwell looks to expand their customer service operations beyond the three contact centers in the U.S. and U.K. by adding more remote, at-home agents. Requiring only a high-speed internet connection to add and activate agents on the Talkdesk platform was a key differentiator for Cherwell as they leverage this flexible technology to grow its support functions and meet their customer service goals.
– Bill Burch, Vice President of Customer Service at Cherwell Software