Case study
Omnichannel support desk rollout
A service company replaced separate mailboxes, phones and chat tools with CX Hub, giving every request a ticket, an owner and an SLA.
- SLA compliance after rollout
- Pending
- Reduction in duplicate tickets
- Pending
- Agent adoption of suggested replies
- Pending
The challenge
Support requests arrived by email, WhatsApp, website chat and phone, each handled in a different tool. Supervisors had no single view of backlog or response times, and customers repeated themselves across channels.
The solution
INTELLIA deployed CX Hub as the single queue for all channels, connected CONVERSA for call logging, defined SLA policies by priority, built routing rules and launched AI-suggested replies grounded in a new knowledge base.
Implementation timeline
2 weeks
Design
Categories, SLAs, teams and routing designed with supervisors.
4 weeks
Channel rollout
Email, then WhatsApp, chat and phone connected in sequence.
3 weeks
AI and knowledge
Knowledge base rebuilt and AI suggestions enabled.
Results
Metric pending
SLA compliance after rollout
Metric pending
Reduction in duplicate tickets
Metric pending
Agent adoption of suggested replies
Tech stack
How we built it
Each channel connects through a dedicated adapter that normalizes messages into CX Hub conversations. Customer identity is matched by email and phone so history follows the customer across channels.
What we would do again
Rolling out channel by channel kept agents confident; each step had a clear before-and-after. Supervisors reviewed SLA reports weekly from the first month, which surfaced routing rules that needed adjusting early.
Draft case study; client details and results pending approval.
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