Global companies like Capgemini often have decentralized systems of dealing with customer requests. Often, the whole customer support process is based on informal submission of requests. Support teams tend to use traditional communication channels, such as email, phone calls, in-person conversations, etc. Everyone on the team manages his or her own requests and project workload. Usually, team members are also required to report back on all of the projects they are working on.
“In addition to the integration capabilities with our internal request process mentioned earlier, the biggest benefit with Wrike is the high level of visibility of the support requests that channel into our team. We are now able to visualize the workload requirements of the entire team and any team member in several ways: using Wrike’s dashboard, the graphical timeline and the option to sort our tasks and projects by person, by due date, by client, etc. Wrike’s unique ability to group tasks and projects differently lets us look at our current and prior efforts from different perspectives,” pointed out Daniel. “The application easily allows us to analyze our active and completed projects/tasks and run ad-hoc reports to use in our quarterly value reports that we share with our team and others within Capgemini. Wrike lets us spend less time on project management and more time on providing strategic marketing services to our internal clients.”
Read the full story: “Capgemini maximizes marketing team productivity with Wrike’s unique, integrated project management solution.”