100% Satisfied Customers for More than Six Months Made Possible: Optimizing Technical Support Services for a Logistics IT Provider Powerhouse

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 services, 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.

Learn more about our managed technical support services: https://flairstech.com/technical-support-services