An Enhanced Escalation Engineering Model Leads to Elevated Customer Experiences

When you’re operating in a system that lacks automation and keeps generating issues, your customers will experience unfortunate effects. Our client, a multinational health tech corporation, faced challenges with their tiered production support structure for their commercial platform. Issues such as configuration fixes, code fixes, duplicate issues, user clarifications, and works per design, diverted the development team’s attention away from critical product features and timely market delivery. The platform’s product testing also relied heavily on manual processes.

The client needed to streamline the support process to enhance customer satisfaction and implement significant test automation to accelerate the release of product features to market.