55% improved technical support for customer questions

Problem:

The client is a very large networking company. They needed a support team to attend to their customer’s technical queries round-the-clock all-year via phone and email.

Client’s expectation from Integra

The client’s challenge was to provide technical support, 24/7/365 for their customers. Tech support was provided to solve problems related to ISP switch software, email accounts, and other issues. The technical support functions that were expected to be done by Integra included the following:

Move the contact list
Notify contacts about the switch
Forward existing details to the new account
Set up an auto-forward for the future
Close the existing account
Troubleshoot ad hoc issues

To handle all of this, our client needed a team of technical support agents.

Our solution 💡

An experienced team of technical support agents was assembled quickly. Our new team underwent a training program to learn the software, to understand the finer details associated with the switching, and to troubleshoot all the related issues. As of today, our team handles technical support for the client on a 24/7/365 basis.

Hiring and training a team for the same purpose in-house would have turned out to be pretty expensive for the client. After outsourcing the tasks to Integra, the client is able to save more than 40% of their customer support costs. The client has been satisfied with the quality of our team's work over the years, and continues to do business with us.

Tasks handled 📋

24×7 technical support to troubleshoot issues and answer queries
Email ticket support
Telephone support

Result 👍

40% reduction in operation costs
55% 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 bringing in more customers for the business. They are elated to have chosen Integra as their outsourcing partner.