Global Pharma Giant Enhances Employee Support with tryvium – Achieving Faster, Smarter, and More Efficient Service in 8 Weeks

 


Overview

A leading American pharmaceutical company, headquartered in Indianapolis, operates across 18 countries and serves 125+ markets worldwide. Their employee support operations relied on legacy systems that were costly, inefficient, and lacked modern communication capabilities.

To address these challenges, the company deployed tryvium, a Microsoft Teams-powered AI-driven support platform, hosted on Sensiple’s Azure Tenant. In just 8 weeks, they successfully streamlined ticketing, agent productivity, and multilingual support, drastically improving efficiency.

Challenges Before tryvium

🚨 High Costs & Maintenance: The on-premise legacy system was expensive to operate and maintain.
🚨 Slow Response Times: Manual ticket creation and lack of multi-chat handling resulted in longer wait times.
🚨 Language Barriers: Agents had to use external translators, which increased response times.
🚨 Limited Supervisory Control: Performance tracking was fragmented, requiring data collection from multiple sources.

The tryvium Advantage

With tryvium’s seamless integration with ServiceNow, the company introduced:

✅ Omnichannel Support in Microsoft Teams – Unifying all communications under a single, familiar interface.
✅ Automated Ticketing & Agent Context Tab – Enabling real-time ticket creation within Teams, reducing turnaround time.
✅ Multi-Agent Chat Handling – Empowering agents to handle three concurrent chats, improving efficiency.
✅ Intelligent Agent Routing – Matching users to the right agent based on skill and language.
✅ Real-Time Dashboards & Analytics – Providing live insights into agent performance, chat traffic, and service quality.
✅ Built-In Multilingual Support – Eliminating manual translations with AI-powered language management.
✅ Flexible File Sharing & Collaboration Tools – Enhancing interactions between employees and support teams.

Results & Business Impact
📌 20% Reduction in Employee Wait Time
The direct integration with ServiceNow enabled agents to create tickets instantly, reducing wait times by 20%.

📌 43% Increase in Agent Productivity
By optimizing chat handling and introducing automation, agents became 43% more productive, efficiently managing 3 concurrent chats at a time.

📌 92% Growth in Chat Volume
With improved support workflows, the company scaled chat operations to 8,000+ sessions per month, ensuring faster issue resolution.

📌 Enhanced Supervisor Capabilities
Supervisors now have real-time control over:
✔ Intent-Based Agent Routing for faster ticket resolution.
✔ Preferred Language-Based Management to improve user-agent interactions.
✔ Custom Business Hour Configurations for different language queues.
✔ Live Presence Tracking to manage workloads effectively.
✔ Automated Chat Queue Adjustments based on traffic demand.

Conclusion: A Game-Changer for Employee Support
By deploying Tryvium’s AI-powered communication platform, the company:
✔ Eliminated inefficiencies caused by legacy systems.
✔ Drastically reduced response times with real-time automation.
✔ Empowered agents with smarter tools and multi-chat capabilities.
✔ Improved multilingual support with intelligent routing and translation.

With tryvium, the company has future-proofed its global employee support system, ensuring scalability, efficiency, and enhanced user experience. 

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