Telecom client support solution
About the client
Andersen helped a Swiss-based company that works with specialized supply chains and is involved in highly loaded communications. This is inevitable in their situation, as they combine sophisticated equipment, tracking software solutions, and risk management service offerings to drive value for end clients.
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About the project
Telecommunications company providing some of its products via the dedicated sites. A Call Center responsible for the basic customer support on a 24/7 basis.
Other:
ClickHouse, ELK, Perl, Ansible, Terraform
Service functionality
- Dedicated VOIP system setup
- JIRA Service Desk + Confluence Knowledge Database
- Agreed SLAs for each type of request
- Registration of incoming calls to the ticketing system
- Regular reporting
- Manuals section on each site
Solution
Andersen Call Center took responsibility for all issues and inquiries coming by phone from the customers of the client product sites. A team of 6 specialists provided customer service support on a 24/7 basis according to the agreed service level details. They also made sites self-help area improvement actions that helped to decrease the number of such requests.
Results
- Structured frontline customer service processes
- Increased percentage of satisfied customers from 73% to 90%
- 24/7 customer support team availability
- Developed self-help section on each site
Let's talk about your IT needs
What happens next?
An expert contacts you after having analyzed your requirements;
If needed, we sign an NDA to ensure the highest privacy level;
We submit a comprehensive project proposal with estimates, timelines, CVs, etc.
Customers who trust us
