Teams | Collaboration | Customer Service | Project Management

If you are a help desk agent or work in anything related to IT Service Management (ITSM), I’m sure the next sentence is going to hit right at home: There is nothing worse than a backlog full of aged tickets. This includes all the incidents or requests that should have been sorted out months (if not years) ago, but for a variety of reasons, they are still active and not resolved. The reality is that aged tickets hurt us in many ways, from unhappy customers to frustrated teams.

POMS Corp., a provider of manufacturing execution systems software for companies that make pharmaceuticals, bio-pharmaceutical, cell and gene therapy, and other FDA-regulated products, takes customer support seriously. After years of frustration with an insufficient customer support solution, Travis Castleman, VP of Customer Support at POMS, decided to adopt TeamSupport in 2020.

Autonomous AI agents will be the new first point of contact in CX – instantly ready-to-go and capable of resolving the vast majority of customer issues.

Businesses often find themselves entangled in the web of complex customer interactions and inquiries. As companies scale, the intricacies of providing consistent, high-quality customer support can escalate swiftly. That's where TeamSupport steps in, turning complications into simplified processes. With a laser focus on efficiency and clarity, TeamSupport streamlines the customer service experience.

Navigating the complexities of IT Service Management (ITSM) can often feel like trying to solve a massive jigsaw puzzle without seeing the picture on the box. Each piece represents crucial data and experience scattered throughout your organization. Without a clear overview, finding the right piece at the right time can be daunting, if not downright frustrating. This is where an effective Knowledge Management process becomes indispensable.

Incorporating Artificial Intelligence (AI) into everyday tasks is no longer a distant dream but a present reality. At InvGate, we've taken a step towards this with our AI-Hub. This suite of AI-powered features has been designed to add an additional layer of intelligence to our existing products, InvGate Insight and Service Desk. Many tasks that were historically believed to be only achievable with human intelligence are now being tackled by AI.