Help Desk Support Service

Suma Soft’s Help Desk Support Service for Uk’s Leading Property Management Company

Client’s Background

The client is one of the leading property management company based out of UK with its oces spread across UK and Middle East. The client provides integrated services in the areas of Store Planning, Store Fit-out, Store Maintenance and Inventory Management.

Project Requirements

The client wanted a single-point-of-contact support organization that guaranteed problem ownership from initiation to resolution. The client was interested in finding a trusted support partner with consistent service delivery capabilities to meet their unique needs.

Business Areas of Concern
  • Increased retail sites and users resulted in an increased workload for the UK support team.
  • Need for improvement of the support Turn-Around-Time (TAT) for all its users
  • User satisfaction
  • Reduction in support cost

Solution

Suma Soft established a dedicated team of support engineers with expertise in Windows Desktop, Active Directory, Citrix, Network Monitoring and Microsoft Oce. A dedicated and secure support operations center was established with voice and internet infrastructure.

The support desk team supported more than 1,300 people at multiple locations in UK and across the globe. Troubleshooting included hardware issues, servers, network equipment, and hand-held devices. Support desk team was made accountable for overall service delivery and customer satisfaction, managing each incident from the initial request for assistance to final resolution. When an issue required 3rd party software or hardware service, Suma Soft team followed up with the service provider to ensure timely resolution.

  • Started with basic desktop support and then moved to more involved activities related to Active Directory, Citrix and Network Monitoring
  • Implementing resolution process for users as per the client priority/severity levels
  • Enabling escalation process for critical defects to the UK-based engineering team
  • Accurate capturing of all call-related activities in tracking database
  • Establishing weekly reporting system and MIS for clients
  • Creating a formal training program for support operations
The voice Infrastructure deployed was on top of hosted call center platform. This provided the flexibility to ramp-up or down the call center seats to handle peak volumes, even at a short notice.

Advantages of Suma Soft’s System

  • Easily configurable IVR
  • 100% call recording
  • In-built ACD and MIS with detailed call statistics
  • Detailed MIS and reporting system implemented with critical SLAs
  • Elective call-handling processes and scripting

Business Outcome

Suma Soft’s call-handling processes and scripting enabled the client to increase its first-call resolution rate to over 75% and reduced cost by 50%.

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