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 Escalation levels have been replaced by a network of experts who help each other to find an incident resolution.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
- Hits: 90