The Tricentis Intelligent Swarming (IS) case study explores their journey in the early adoption of the IS framework. Intelligent Swarming increases efficiency, energises agents and engineers and ensures support work gets to the right person faster. Tricentis now uses this framework to increase collaboration and...
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The Consortium for Service Innovation (CSI) releases case studies on the successes of members’ use of the KCS and Intelligent Swarming methodologies. The cases tell the story of the organization’s adoption journey. If you are considering adoption or want to get insights from other organizations, we recommend these cases.
What is Intelligent Swarming? Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. CSI members say ‘Intelligent Swarming is exceeding expectations in terms of improvement in operational efficiencies, employee engagement, and customer satisfaction and loyalty’. Their innovation is addressing a host of questions related to practices and measurements.
KCS and Intelligent Swarming are service marks of the Consortium for Service Innovation™.