67% improvement in technical support performance of a defragmentation software company

Problem:

The client runs a leading defragmentation and PC performance enhancement software business. Our client has developed various defragmentation products and performance utilities that improve computer hard drive and server performance. They required a team of technical support agents to provide 24/7/365 customer support (via phone and remote assistance) to their customers who had issues in using the software and other technical aspects related to it.

Client’s expectation from Integra

The client needed a team of technical support agents to provide round-the-clock customer support via phone and remote assistance to their customers who had issues with the following:

Software products installation
Software operation
Activation and subscription related issues
Troubleshooting errors while running the software
Technical issues related to computer
Technical issues related to their software

They needed a well-equipped team to handle all these tasks.

Our solution 💡

We put together a team of technical support agents who already had plenty of experience in troubleshooting computer related issues. Our team was trained on our client's software products and other finer details. The team currently offers assistance to customers over the phone and through remote assistance 24/7/365.

Hiring and training a team for the same purpose in-house would have turned out to be pretty expensive for the client. Outsourcing these tasks to Integra has worked out well in their favour.

Tasks handled 📋

24x7 technical support to troubleshoot issues and answer queries
Telephone support
Remote assistance

Result 👍

40% reduction in operation costs
67% improved technical assistance

Our team was trained on all aspects of the client’s business and within a very short time took on all these responsibilities. Our client is able to save more and is able to focus their resources on product development and improve their business. They are elated to have chosen Integra as their outsourcing partner. The client is very satisfied with the quality of our team's work over the years, and continues to do business with us.