An enhanced escalation engineering model leads to elevated customer experiences

When you’re operating in a system that lacks automation and keeps generating issues, your customers will experience unfortunate effects. Our client, a multinational health tech corporation, faced challenges with their tiered production support structure for their commercial platform. Issues such as configuration fixes, code fixes, duplicate issues, user clarifications, and works per design, diverted the development team’s attention away from critical product features and timely market delivery. The platform’s product testing also relied heavily on manual processes.

The client needed to streamline the support process to enhance customer satisfaction and implement significant test automation to accelerate the release of product features to market.

Enhancing customer experience with quality engineering

Ascendion successfully implemented an escalation engineering model, incorporating a dedicated team (Advanced Engineering Team) to efficiently address tickets necessitating configuration-fixes or user clarifications. The model routed issues requiring code changes or extensive research to the appropriate team and optimized issue resolution.

Our quality assurance (QA) automation team devised strategic approaches to prioritize components, enabling the automation of web/mobile test scripts, along with test failure analysis and technical solutioning. As a result, product features with improved efficiency were released monthly.

The results:

• >13,000 sales representatives, district managers and regional users benefited
• 250+ customers worldwide benefited
• 60% faster ticket resolution and closure
• 300+ test scripts automated quarterly
• 2000+ issues resolved