Case: Intelligent Swarming at Tricentis

Starting December 2017, we helped Tricentis (Vienna, Austria) with their adoption of Intelligent Swarming. Intelligent Swarming is a different way of working for the Support organization. Escalation levels have been replaced by a network of experts who help each other to find an incident resolution.

After a few months already, the Global Support team of Tricentis observes some positive results, which can be found in a case study that is published on the website of the Consortium for Service Innovation.

Some of Tricentis’ lessons learned are:

  • Involve all departments in an early stage
  • The process is designed by those who work with it
  • People come before tools
 Do you want to know more about Intelligent Swarming, what the advantages for the Service Organization are and how TellTales Consulting can help your organization? Look at this page or register for the next Intelligent Swarming Insights workshop.
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