Case Studies
Molex
Headquartered in Lisle, Illinois, Molex is a leading worldwide supplier of interconnect products. A team of highly skilled experts is focused on the design, development and distribution of innovative solutions that touch virtually every walk of life with an extensive portfolio encompassing more than 100,000 items – everything from electrical and fiber optic interconnects to switches and specialized tooling for both normal and harsh environments. Molex products are found in manufacturing, industrial, construction and other applications, as well as in complex cabling systems for office buildings, universities and government campuses.
Samuel Savary, Technical Support Manager for the company's Industrial and Automation Products Group in Europe was searching for a solution to improve customer satisfaction, especially in terms of timely response, better communication – both internal and external – and overall approach (the "customer experience"). Using the Internet, he researched Help Desk and CRM software, ultimately choosing four systems for thorough evaluation. "Only TeamSupport.com offered us a fully functional web-based demo version," said Savary. "It allowed us to fully simulate our internal workflow to be sure it would meet our needs and level of activity."
"We signed-on for TeamSupport's Enterprise edition and are really taking advantage of its Tickets function and custom email templates. We are able to work and collaborate more efficiently across technical support regions in Europe and North America, especially since engineering, marketing, support and quality assurance all connect through a common TeamSupport database – that saves time, avoids duplication and really improves communication between divisions and geographic areas."
The Molex group also implemented a well received TeamSupport Self-Service Portal for customers to submit, track and manage their own support tickets. Recent satisfaction ratings using the Web-based Nicereply feedback service, which – no surprise – integrates seamlessly with TeamSupport, were nearly 90% positive. As one user commented, "I had a problem with my license and was treated with very qualified and active support; maybe the best approach I have ever encountered!"
Would Savary recommend TeamSupport to others? "Of course, yes. For everything it already offers and for what will be added. TeamSupport continues making improvements and developing features from comments by users like me – it's very much appreciated."
Since the company implemented TeamSupport, Savary has been placed in-charge of extending the new process tool to Molex's technical support departments in Asia.
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