Optimizing The Technical Support Experience for Warehouse Management Software to New Horizons
About the client:
The client is an award-winning Microsoft-based software solutions provider that has been serving the supply chain and warehouse management industry for 40+ years. With solutions spanning software, hardware, EDI, and managed services, the company has been named the go-to Logistics IT Provider by Inbound Logistics for 16 consecutive years.
Challenges:
The powerhouse provider joined forces with FlairsTech to optimize their business technical support service, overcoming the following challenges:
- Low agent utilization rates of >83%.
- Talent shortage with particular expertise and skillsets, including SQL and Legacy applications.
- Low ticket resolution rate
- High average handling time
Solutions:
FlairsTech implemented the following:
- Rapid Deployment of Skilled SQL Experts: Leveraged speed hiring to assemble a high-performing team with niche SQL expertise.
- Efficient billing time tracking processes to maximize resource utilization and efficiency.
- Employed SOPs to foster knowledge sharing and accelerate onboarding through a training hub developed by the team.
Impact:
The solutions FlairsTech implemented achieved the following:
- Improved tickets Resolution Rate/Tickets Closure Rate to 92% in just Q1 2024
- Reached a 100% CSAT with 0 negative surveys.
- Achieved a 96% agent utilization rate in the first quarter of operations.
- Lowered the first ticket response rate to 1H instead of a 48H span.
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