Deliver Effortless Customer and Field Service.

Mirketa builds CSM and FSM experiences that reduce handle time, increase first‑contact resolution, ServiceNow and optimize field operations. 

Offerings 

  • CSM: Case management, entitlements/SLAs, knowledge, communities, omnichannel, chat and AI deflection.
  • FSM: Scheduling/dispatch, skills & parts, mobile work orders, offline flows, returns/repairs.
  • Customer Data & CX: Data model, identity/consent, journey design, feedback loops, knowledge governance.
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Integration Methodology (Architecture-Led, Agile) 

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Discover

Journey mapping, personas, KPIs (FCR, AHT, NPS).

Architect

Data & service models, CTI/telephony and ERP/asset integrations, security & roles.

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Build

Config + App Engine extensions, workflows, virtual agent, and automation.

Validate

SIT/UAT, volume & mobile testing, regression packs. 

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Release & Improve

Hypercare, analytics, and continuous optimization.

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Integrations 

  • CTI/CCaaS, ERP/order & asset, knowledge search, mapping/route optimization, logistics/3PL, IoT/telemetry.

Onshore–Offshore Delivery Model 

  • Onshore: Experience architects and product owners; channel design and change enablement.
  • Offshore: Developers for flows, integrations, mobile, reports and analytics.
  • Benefit: Rapid throughput and cost efficiency without sacrificing CX.
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Why Mirketa 

  • Cross‑functional expertise in CSM + FSM + ERP orchestration.
  • AI‑assisted deflection, guided workflows, and mobile excellence.
  • KPI‑driven delivery that ties to CSAT and truck‑roll reduction.

Admin vs Development: What’s Included 

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Tech (Software / SaaS) 

  • In‑app support + CSM drove 25% AHT reduction and 18‑point CSAT lift.
  • Knowledge governance increased self‑solve rate by 30%.
  • Usage‑based entitlement rules cut escalations by 20%.

Nonprofit 

  • Unified donor/member service desk; SLA adherence up 40%.
  • Field service mobile for community events improved scheduling accuracy 35%.
  • Low‑code intake apps for program inquiries reduced email backlog by 50%.
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Education 

  • Student services contact center integrated with SIS and identity.
  • Campus tech dispatch via FSM; first‑visit fix rate up 28%.
  • ADA‑compliant portals improved accessibility and satisfaction.

Finance 

  • Secure messaging and KYC workflows; regulatory response time cut 30%.
  • Case segmentation by product/tier improved NPS by 12 points.
  • Claims/service orchestration integrated with core banking APIs.
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eCommerce / Retail 

  • Order/return orchestration connected to OMS/WMS; refunds cycle time down 22%.
  • Chat + deflection reduced agent volume by 27% during peak season.
  • FSM for in‑home services raised on‑time arrivals to 95%.

Manufacturing 

  • Dealer/distributor support portal standardized entitlements globally.
  • IoT telemetry auto‑created cases; downtime reduced 18%.
  • Field parts optimization trimmed truck rolls per job by 20%.
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Featured Insights

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Partner with Mirketa to accelerate your digital transformation journey.

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Mirketa is a global digital transformation and technology services company that helps organizations solve complex business problems and scale with confidence.

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