Enhancing Agent Time to Productivity

Now our brand new analysts come on board and they hit that time to productivity number within two months. So that’s almost 70% improvement in our time to productivity.

Chris Slaugh / Former VP, Global Customer Support

75%

Improvement to Analysis Time

67%

Improvement to Time to Productivity

12%

Improvement to Resolution Time

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1,600+

global customers

120+

countries

2M+

end users

600+

employees

About

Cority provides a comprehensive suite of software solutions aimed at enhancing environmental, health, safety (EHS), and sustainability management within organizations. Their platform, known as CorityOne, is a human-centered enterprise EHS Software-as-a-Service (SaaS) platform designed by industry experts. The primary goal of CorityOne is to empower organizations to become healthier, safer, and more sustainable, ultimately contributing to the construction of better enterprises for the future. The platform integrates various facets of EHS management, offering a unified experience and leveraging advanced analytics and expert-driven insights to enhance organizational performance.

Solution

Cority chose AptEdge for its ability to enhance agent productivity and success. Key factors in this decision included:

Integration with Existing Systems: AptEdge’s ability to federate across various platforms like Confluence, JIRA, and Salesforce without additional connector costs.

Training and Onboarding: AptEdge provided hands-on training directly to analysts and team leads, ensuring higher adoption rates.

AI-Powered Support: Leveraging AI for data visualization, reporting, and proactive customer frustration identification.

Challenge

Agent Productivity:
Agent productivity, particularly with new agents, in terms of time to productivity. Their target was to reduce the time taken to hit case closure targets.

Resolution Times:
Improving resolution times for customer queries was a major concern.

Agent Training and Onboarding:
Efficiently onboarding new agents and ramping up their productivity was challenging, given the complexity of Cority’s platform.

Results

Improved Time to Productivity: This metric was reduced from six months to two months, a 67% improvement.

Enhanced Resolution Times: A 12% improvement in overall resolution times for customer issues.

Search Efficiency: Up to 75% improvement in search times for analysts.

Cost Savings: Significant cost reductions due to not requiring additional connectors for various data sources.

Agent Experience: Improved agent experience and efficiency, leading to better customer service.

AI Utilization: Effective use of AI in linking common issues and proactive problem-solving.

Our vision: Go ticketless

Guide users, troubleshoot issues, and provide answers right where they need them—in your product, in their moment of need. Friction-free product support.

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Case Study

Cority

Cority utilizes the AptEdge AI Support Engineer to unify scattered knowledge across systems, enhancing support efficiency and empowering their team to resolve complex technical issues with speed and precision.