Getting global support metrics for a validation services provider

A global validation, monitoring, and calibration services provider did not understand its own support metrics and had little Salesforce reporting on what its distributed team was handling day to day.

Without that visibility, workload was unbalanced and reporting to leadership was largely guesswork.

Case Flags handles prioritization and workload balance across the global team, and File Slayer gets agents to the attachments they need faster.

Together they improved case management workflow and gave the team reporting it could act on.