Mediaocean Making Life Easier for Agents & Enhancing Strategic Reporting

Mediaocean faced several operational challenges, creating inefficiency and preventing them from leveraging data-driven decision-making. Without a structured system for ticket classification, managing and reporting on ticket data by team, location, or product area was at times, inconsistent, leading to fragmented insights.

This led to teams spending excessive time on administrative tasks, limiting their ability to focus on strategic reporting and higher-level business decisions. Additionally, they struggled to provide actionable insights to agents and clients, which impacted their ability to strengthen relationships and address potential issues proactively. These challenges made it clear that a more efficient and comprehensive solution was needed to streamline their processes and improve overall business performance.

In addition, they acquired new businesses, which introduced a greater complexity in managing service level agreements (SLAs). This contractual requirement demanded absolute confidence in the data, as failure to meet commitments could result in financial penalties. Native Zendesk SLA's could only partially meet their needs.

The Solution

To overcome these challenges, Mediaocean implemented Formset and Performset. Formset, allowed for a more granular classification of tickets by area, location, and a product hierarchy using sub-sets with 5-6 levels. This improved their ability to extract detailed insights, enabling more accurate reporting and better-informed decision-making. The newfound organisation of ticket data allowed the team to shift their focus from administrative tasks to more strategic reporting. As a result, they gained valuable management information, empowering them to run the business more effectively. Additionally, the data generated helped identify agent training gaps and provided the product team with critical feedback on which features were performing well and which weren’t, by tracking trends over time.

Beyond improving internal processes, Formset also enabled the organisation to share valuable insights with clients, giving them visibility into areas where they might need to address potential issues. This strengthened client relationships and enhanced trust. Moreover, management tasks became easier, and the quality of strategic data improved significantly.

One unexpected benefit from Formset was the ability to hide obsolete groups in Zendesk rather than delete them, preserving historical data and avoiding the problems caused by re-instating groups with new IDs.

With Performset, they could meet strict service level agreements (SLAs) for their newly acquired businesses, using customisable dashboards and apps that provided proactive tools to ensure they had the reporting data they needed to remain compliant. This reduced overhead, increased confidence in their SLA data, and made it easier to reassess tickets while ensuring data dependability.

The comprehensive, ongoing support provided by the Cloudset team further enhanced the implementation, delivering continuous value and improving operational efficiency across the board.

One of the standout features is the comprehensive support provided, not just during implementation but also through continuous, ongoing assistance. The team is meticulous and highly professional.

Would you recommend Cloudset’s solutions?

Yes! The solutions are flexible, reliable, and run seamlessly in the background once set up. The ongoing support ensures smooth operations, helping us focus on strategic planning and execution.

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