# Splunk

Splunk Inc helps organizations ask questions, get answers, take actions and achieve business outcomes from their data. Splunk needed an intelligent assignment solution for routing IT support requests to agents sitting across multiple international locations. They needed Q-assign.

-1759/7

**Service team able to offer 24/7 support for the first time**  
**Improved**  
Team productivity & performance significantly improved

> Excellent Support team. The support team has been a true asset. They have been patient, thorough and are quick to respond.

**Customer snapshot**  
**Account** Splunk  
**Industry** Hi Tech  
**Employees** 9000 employees  
**Department** Service  
**Products** Q-assign

## CHALLENGES

### Multiple Products

20 products and over 1000 associated apps

### Three Different Territories

Support requests needed to be routed, intelligently, to AMER, EMEA and APAC

### Various Business Hours

Different assignment groups had different shift patterns & business hours

## SOLUTION

### Round Robin Assignment System

Cases to be distributed according to a round robin assignment system

### 200+ Assignment Groups

Over 200 different assignment groups set up to deal with the different locations, shifts and business hours

### Bespoke Business Hours

Each assignment group has its own business hours scheduled + bespoke shift hours for each member

## RESULTS

- Service team able to offer 24/7 support for the first time
- Different teams in different locations able to include local factors in routing logic
- Team productivity & performance significantly improved