AN INTERNATIONAL PROVIDER OF MICROCONTROLLER AND ANALOG SEMICONDUCTORS WAS FACED WITH PLUMMETING HELP DESK CUSTOMER SATISFACTION RATINGS.
INTERTEC WAS TASKED WITH DESIGNING AN EFFECTIVE END-USER SUPPORT DELIVERY MODEL THAT REDUCED COSTS AND IMPROVED CUSTOMER SATISFACTION.
The Client's Challenge
As a leader in the global semiconductor and microcontroller market, the company’s technical support quality and their delivery of user support services to their worldwide operations are critical to their business.
When the company was faced with dropping help desk customer satisfaction ratings due to internal resource technical skill levels, they approached Intertec to establish a new customer support team that would increase service quality and customer satisfaction scores.
Intertec designed an end-user support delivery model that met the objectives of reduced costs and improved customer satisfaction. This solution consisted of first staffing a remote team at Intertec’s nearshore technology center in San Jose, Costa Rica with secured access to the customer’s network. After the team was assembled, it was tasked with supporting and resolving IT requests received through an online ticket system, email, and telephone calls.
Finally, a remote PC support software and problem resolution process was implemented by the team. This program included 10 x 5 Help Desk support, remote PC support by logging on to the end user’s PC to resolve issues, and operational reporting for SLAs reported by the client with post-assistance surveys.
Since implementing Intertec’s IT remote support center, the company has achieved dramatic performance enhancements: tickets received via email are responded to within 30 minutes using remote PC support technology, high-level problem tickets are quickly routed by the support team to the appropriate IT resource, customer satisfaction scores have risen significantly, and escalation support tickets are routed much faster. The client experienced improvements across the board in customer services KPIs.