A leading KSA-based travel provider faced service degradation from fragmented ticket handling and inefficient SLA management. Myridius delivered an omni-channel service operating model on Salesforce with entitlement-based SLA controls and integrated social messaging, improving case resolution by 20 percent, increasing CSAT by 28 percent, and lowering service desk cost by 18 percent.
Key Outcomes
- 20 percent faster case resolution.
- 28 percent higher customer satisfaction (CSAT).
- 18 percent lower service desk cost.
Overview
A leading KSA-based travel provider faced service degradation driven by fragmented ticket handling across channels and inefficient SLA management. Disjointed workflows and system gaps across bookings and payments touchpoints increased delays and reduced customer confidence, and the desired state required centralized case management, automated routing, and enforceable SLA milestones delivered through a scalable model supporting multi-country rollout. Myridius delivered an omni-channel service operating model on Salesforce, combining SLA controls through Entitlements and Milestones, omni-channel skills and queue-based routing, and integrated social messaging via Informatica middleware. As a result, the provider improved case resolution speed by 20 percent, increased CSAT by 28 percent, and reduced service desk cost by 18 percent.
Client Context
The client is a leading travel provider based in the Kingdom of Saudi Arabia, serving travelers across multiple service channels.
Unified, SLA-governed service mattered here because fragmented ticket handling and weak SLA management were degrading the traveler experience and reducing confidence. What was at stake was service quality and efficiency at scale, since the provider needed centralized case management and a repeatable model that could support multi-country rollout.
The Challenge
Service was degrading due to fragmented ticket handling across channels and inefficient SLA management. Disjointed workflows and system gaps, including bookings and payments touchpoints, increased delays and reduced confidence. The desired state required centralized case management, automated routing, and enforceable SLA milestones delivered through a scalable, multi-country model.
Consider a traveler reaching out across email, phone, web, and social. Tickets were handled inconsistently, SLAs were not reliably tracked, and workflows were disjointed, producing delays exactly when responsiveness mattered most. The provider needed unified, automated, SLA-governed service.
