Rapid7

The visibility, analytics, and automation delivered through Rapid7's Insight cloud simplifies the complex and helps security teams reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks.

• 12 Shaved 4 days off time to resolution, by making "smarter" routing decisions
• Zero Removed need to engage Salesforce administration resources

“Their support is exceptional. Any time we've had any questions, there's always been a response within a few minutes. I continue to be impressed.”

Customer snapshot

• Account: Rapid7
• Industry: Hi Tech
• Employees: 3000 employees
• Department: Service
• Products: Q-assign

CHALLENGES

Load-balanced Case Distribution

Evenly distribute cases according to product & severity

Empowering Managers

Empower managers by enabling them to manage/adjust rules themselves

Hard-to-manage Assignment Rules

Eliminate hard-coded assignment rules and process builders

SOLUTION

Deployed skills as Agent attributes

Using Q-assign's custom object to assign product and severity skill sets to the support agents.

Created dynamic virtual teams

Creating dynamic virtual teams that allows each manager to control the flow cases within their team.

Point & click configuration for managers

Q-assign's point and click solution removes the need to engage Salesforce administration resources.

RESULTS

Shaved 4 days off time to resolution, by making "smarter" routing decisions.

Vastly improved ability to respond to the changing business needs.