It is no longer enough to say you offer superior customer service, you must deliver more while doing it at less cost. Looking for ways to automate the workflow of creating and managing calls is where you’ll pick up efficiencies. By using an escalation workflow you can better track service level objectives to meet the requirement of high level of service, by automatically opening up a ticket or better yet, have the faltering system open up its own ticket, gives you more efficiency and ultimately more margin.