CRM Operations Streamlining Case Study
North American IT Services Provider — Rebuilt legacy helpdesk for 1500+ B2B clients with modern SLA tracking
Client identity anonymized for confidentiality. All metrics, challenges, and outcomes are real.
An IT services provider supporting 1500+ B2B clients was running on a legacy helpdesk platform that could not scale. The engagement delivered a complete replacement with modern SLA tracking, automated escalations, contract lifecycle management, and a customer self-service portal — all built on Creatio Service.
The Challenge
The legacy helpdesk platform could not handle the scale of 1500+ B2B clients. SLA tracking was basic — no predictive alerts, no trend analysis, no intelligent escalation. Contract lifecycle was managed separately with no connection to support operations. Customers had no self-service capability, driving all inquiries to agents.
Agent productivity was declining as ticket volumes grew. SLA breaches were increasing. Customer satisfaction was eroding.
The Solution
Replaced the legacy helpdesk with Creatio Service covering complete ticket management, predictive SLA tracking with automated escalations, contract lifecycle management with renewal tracking, and a customer self-service portal with ticket visibility and knowledge base access.
Designed intelligent escalation that distinguished between cases needing reminders (agent busy), escalation (agent unavailable), and management attention (approaching critical SLA threshold).
Implementation Journey
Legacy Assessment
Audited the existing helpdesk: ticket volumes, SLA breach patterns, escalation gaps, and agent workflow friction points across 1500+ client accounts.
SLA Engine Design
Designed multi-tier SLA tracking with predictive time remaining, trend analysis to identify stuck cases, and intelligent escalation routing based on risk level.
Portal & Self-Service
Built customer self-service portal with ticket visibility, knowledge base, and automated status updates — designed to deflect routine inquiries from agents.
Migration & Go-Live
Migrated 1500+ client accounts from legacy platform with parallel operation period, comprehensive UAT, and agent training on new workflows.
Before & After
Results & Impact
Client Migration
All B2B clients successfully migrated from legacy platform to modern Creatio Service with zero critical incidents.
SLA Excellence
SLA compliance surged past 95% through predictive tracking that identifies at-risk tickets before they breach.
Self-Service Impact
Customer portal deflects 40% of routine inquiries — agents freed to focus on complex, high-value support cases.
Renewal Visibility
Contract lifecycle fully integrated with support — renewals are now trackable instead of being a surprise.
Agent Experience
Modern, intuitive interface replaced the legacy platform — agent satisfaction and productivity both improved.
Intelligent Escalation
System now distinguishes between cases needing reminders, escalation, or management attention — no more blanket escalation.
“Migrating 1500+ B2B clients from a legacy helpdesk is terrifying on paper. But the parallel operation strategy, comprehensive UAT, and agent training made it seamless. The self-service portal alone transformed our support economics — 40% of tickets now resolve without agent involvement.”
Key Learnings
Predictive SLA tracking beats reactive. Knowing a ticket will breach SLA in 2 hours lets you fix it — knowing it breached yesterday just makes you report on failure.
Self-service portal adoption needs content investment. The technology is easy; building a comprehensive knowledge base that actually answers customer questions is the real work.
Parallel operation during migration is essential. Running old and new systems side-by-side caught edge cases that would have been critical failures in a hard cutover.
The Outcome
All 1500+ B2B clients successfully migrated to the modern platform. SLA compliance improved to 95%+ through predictive tracking and intelligent escalation. The self-service portal deflected 40% of routine inquiries, freeing agents for complex issues. Contract renewals became fully trackable. Agent satisfaction improved with modern tools replacing the legacy system.
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