Comprehensive Tier 1 Technical Support

Suma Soft Provided Comprehensive Tier 1 Technical Support to the Premium Supply Chain Solution Provider in the USA

Client’s Background

The client is widely recognized as the premier supply chain solution provider for importers and exporters across North America. They offer a full suite of synergistic logistics solutions across major global pockets such as the USA, China, and Canada.

Project Requirements

The client had issues handling the immense volume of calls. Hence, they were looking for an experienced technical support provider to handle tier-1 technical support and ensure that only the calls that needed additional support should be routed to their in-house tier-2 team.

Unfortunately, the client’s previous IT help desk outsourcing partner couldn’t keep up with its rapid growth, providing shoddy service from a low-tier location in America.

That Created Some Challenges, Including
  • A high volume of tickets demanding the involvement of experienced Level 1 and level 2 engineers
  • Inadequate documentation and lack of a proper structure to effectively train and guide Level 1 staff
  • All these limitations converted into long resolution times and poor service levels to the end customer

Solution

Being a leading technical support service provider, we handpicked a small team of agents with sound technical expertise and trained them extensively to handle tier 1 technical issues.

Our technical support team also followed up on outstanding requests and ensured timely resolution.

Moreover, they performed the following duties:
  • Configured software as part of the on-boarding process
  • Implemented a more robust ticketing system and call center platform with the ability to track and monitor key operational metrics and customer satisfaction rates that were currently unavailable.
  • Managed and maintained required operational threshold
  • Provided basic user management and on-call resolution for users
  • Routing Help Desk Escalation to Tier 2
  • Trained new, on-site team members for Veeam backup configuration, Application configuration & a transition project
  • Helped them in determining category distribution for implementing a new ticketing tool
  • Daily Veeam backup monitoring & troubleshooting (When required)
  • Escalation resolution mechanism implemented to avoid repetitive, unwanted issues

Outcome

  • Improved CX Service, with First-Time Resolution Rates as High as 82%
  • labor cost savings of at least 20% & improved scalability
  • Increased Operational Flexibility & Agility

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