Optimizing Case Management: Reducing Technical Debt for a Leading Live Streaming ServiceSoftware
A leading U.S.-based live streaming service, specializing in video game broadcasts and esports competitions, delivers high-quality, real-time content to millions of gaming enthusiasts worldwide.
The platform has become a central hub for gamers and fans, offering interactive features like live chat and community engagement, while also empowering content creators with tools to monetize their streams. Known for its seamless streaming experience, the service is a key player in the gaming and esports industry.
challenge
- High Case Volume from Diverse Sources The client was receiving an overwhelming number of cases daily from various channels, including social media platforms, making it essential to streamline case management for improved efficiency.
- Challenges in Detecting Duplicate and Fraudulent Cases Identifying and flagging potential duplicate or fraudulent cases was a complex task, requiring a more robust system to automatically detect inconsistencies and protect the integrity of the case resolution process.
- Impact of Technical Debt on Case Resolution Speed The accumulation of technical debt was significantly affecting the system’s performance, leading to slowdowns in case resolution and inefficiencies that hindered the client’s ability to address cases promptly.
- Reducing Technical Debt for Improved Efficiency Another key expectation was to address and reduce the existing technical debt to enhance system performance, minimize delays in case resolution, and boost overall operational efficiency.
solution
- Comprehensive Process Analysis A detailed review of the current case management process led to the development of a fuzzy logic-based strategy. This strategy considered key parameters such as case subject, owner, source, and type to enhance detection accuracy.
- Fraud Detection and Case Association Implemented a sophisticated logic to flag potential fraud cases and link them with their corresponding parent cases, ensuring a comprehensive view and improving case resolution.
- In-Depth Technical Audit Conducted an exhaustive audit to identify outdated objects, fields, roll-ups, managed packages, and redundant code collections, ensuring all technical debt areas were addressed.
- Strategic Tech Debt Elimination Eliminated technical debt through a well-structured plan that included multiple deployments across phases, ensuring minimal disruption while enhancing system performance.
- Phased Approach to Optimization Employed a step-by-step strategy to first remove outdated references, followed by decommissioning obsolete configurations and archiving legacy data.
- Technology Stack: Salesforce Service Cloud, Salesforce Optimizer
Outcomes
- Faster Case Resolution Streamlined processes resulted in a 15% improvement in case resolution time, allowing the team to respond to customer cases more efficiently.
- Increased Customer Satisfaction The quicker turnaround in resolving cases led to a 15% increase in overall customer satisfaction, enhancing client relationships and retention.
- Reduced Technical Debt Through a phased approach, the technical debt was reduced by 20%, leading to faster processing times and smoother case handling.
- Lower Error Rates Improved system logic and automation reduced the error rate by 20%, ensuring more accurate case management and minimizing issues caused by manual processing.
- Enhanced System Capacity By lightening the application through technical optimizations, the system gained considerable capacity, allowing for the integration of additional processes and features.
With V2Force’s solutions, we’ve transformed the way we connect with our clients. The stronger relationships we’ve built have enhanced customer satisfaction and paved the way for enduring partnerships.
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Leading Livestreaming Service
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