Global Consumer & Personal Care Giant Elevates Customer Support with tryvium

 


Introduction

A Fortune 500 consumer goods leader, renowned for its paper-based personal care products, sought to enhance its customer support operations for improved efficiency and service delivery. With brands like Kleenex, Kotex, Huggies, Cottonelle, and Scott, the company generates $18 billion in annual revenue and employs 40,000+ professionals worldwide.

To streamline communication and IT support processes, the company partnered with Tryvium, a unified communication platform available on Microsoft Azure Marketplace. This strategic adoption allowed them to integrate multiple systems, simplify workflows, and empower agents, ensuring faster issue resolution and better customer experience.


How tryvium Reinvents Customer Support Operations

Before tryvium, the company faced challenges managing multiple communication tools and ticketing systems, leading to inefficiencies. tryvium introduced a centralized, AI-driven customer support framework, optimizing workflows with seamless Microsoft Teams and ServiceNow integration.


Here’s how tryvium transformed service operations:

1. Unified Communication for Simplified Workflows

Tryvium, built within Microsoft Teams, enables help desk agents to access communication tools without switching platforms. Leveraging a familiar interface minimizes training time, accelerates adoption, and improves agent productivity.

2. AI-Driven Ticket Management & ServiceNow Integration

Tryvium automates ticket creation and routing, integrating directly with ServiceNow to streamline issue resolution. This eliminates redundant manual processes and reduces time spent on repetitive administrative tasks, resulting in faster service delivery.

3. Smart Automation for Agent Efficiency

AI-powered automation features—such as:

✅ Right-channeling to route customer queries accurately,

✅ Auto-ticketing & canned responses for quick issue resolution,

✅ Summarization tools for effective agent handovers,

allow support teams to resolve queries faster while focusing on high-priority concerns, ultimately enhancing customer experience.

4. Advanced Admin Control & Performance Insights

Tryvium’s Admin Console gives supervisors real-time visibility with:


User & role management,

Service performance analytics, Custom dashboards for operational insights.

These data-driven tools help leadership refine customer service strategies, improving efficiency and decision-making.

5. Scalable Support for High-Volume Interactions

The company manages 150,000+ chat interactions annually using Tryvium. The platform’s scalability ensures smooth handling of customer requests, maintaining top-tier service quality even at high interaction volumes.

Conclusion

By adopting Tryvium’s AI-powered unified communication platform, the company has:

✅ Optimized customer service workflows

✅ Empowered agents with automation

✅ Enhanced decision-making with real-time insights

Through seamless integrations and scalable support, the organization has future-proofed its customer service operations, reinforcing its competitive position in the consumer goods industry.


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