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| Date post: | 14-Apr-2017 |
| Category: |
Services |
| Upload: | rigel-networks |
| View: | 166 times |
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Elevate Your Customer Satisfaction Levels With IT Help Desk Solutions of Rigel Networks!
Case Study
CLIENT OVERVIEW & BACKGROUND
A leading IT service provider in US provides online support, server management, data backup support, and security to various customers across the globe.
Information TechnologyIndustry Organization Size
400+ EmployeesHeadquarters California Area, U.S.A
Solution IT Help Desk Services
Majority of the service requests were issued via e-mail or call. Often, these requests were missed due to different time – zones resulting in poor customer service and satisfaction levels.
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The manual processes did not allow historical tracking of the information related to the IT support and maintenance activities performed by the client. It was essential to maintain accountability for all the activities performed in
order to keep a check on billing.
THE PROBLEM
RIGEL DELIVERY
Rigel Networks provided a dedicated team which was trained and skilled to manage IT service tickets in a timely manner improving customer satisfaction level significantly. We offered 24*7 support with IT help desk experts available round the clock to attend the requests irrespective of the location.
bpo.rigelnetworks.com
+1-949-891-2571
KEY FEATURES
24*7 Live Support
Easy integration of e-mail to and from the clients in a single system. Easy for customers to view their ticket and the current status.
Effective communication between Client, Support Engineers, and his customers.
Seamless integration with other office tools
Scheduling tool allows easy assignment and re-assignment of the work.
Provides historical records of all the service tickets and work completed by each engineer.
Reduced duplication and elimination of errors.
CUSTOMER EXPERIENCE
“It shows that everyone at all levels of the company really cares about their customers. Compared to our previous help desk system, we’ve
experienced a 100% improvement!” – Chief Technology Officer of our client
RESULTS
Decreased missed appointments from 25% to less than 1%.
Second follow up calls from the customers were eliminated
Decreased ticket resolution time.
Single point of source for all the information related to a client
Easy and efficient to collaborate with the customers
bpo.rigelnetworks.com
+1-949-891-2571
