When Wren Solutions needed to integrate information systems and client services, they needed an smart customer service ticketing system. TeamSupport’s ease of use, customization and incredible features for the price made the choice a snap.
For nearly 30 years, Wren Solutions has supplied Loss Prevention professionals with wide range of physical security solutions from video surveillance hardware to retail audit software. Wren helps leading retailers and organizations of all kinds protect assets and reduce loss. The Jefferson City, Missouri-based company has earned a solid reputation for top-notch customer service and high quality products.
Branded as the Encapsulon ® Platform, Wren provides a comprehensive suite of physical security software solutions. All of the Web-based Encapsulon applications such as Video, Access, Alarm, and Assessment provide enterprise-level management of different security and operations functions. Clients interact with Encapsulon online via a unified, easy to use and maintain interface. Companion Encapsulon Assessment streamlines the retail auditing process.
The Business Challenge:
IS and Client Services Manager Sean Chambers was looking for a similarly well integrated solution to streamline Wren’s own internal support workflows. He came upon Team Support searching the Web for a ticketing system with built-in live chat. After evaluating other offerings, “TeamSupport’s ease of use and customization, plus an incredible number of features for the price” made the decision a snap for Chambers. “It’s allowed us to streamline our support process; I was able to replace four independent systems used by six different departments … now we have a single system that gives us insight and open-to-close issue tracking, even when something’s handed-off to other groups.” The Wren staff has responsibility for both hardware and software, “support goes way beyond [simply] answering a call and fixing a software issue; cases often involve hardware return and replacement, scheduling technicians to go on-site, and creating license keys, as well as [everyday] software issues. “we needed a solution that could be customized to fit all of our requirements.”
Wren Solutions installed TeamSupport’s Enterprise Edition with advanced Customer Portal and made extensive use of its Issue Tracking (tickets), Live Chat and Product sections. “We eliminated the use of several spreadsheets, along with the use of various data tracking systems within the groups that handle tech and customer support, RMA Returns, product Staging, Services and Training. This eliminated work duplicationâ€”they’d been putting data into two to three [different] systems, so what once took 20-30 minutes has been reduced down to 5 minutes!” Chambers’ staff also developed task-specific workflows that cleared-up confusion over where to find information and help cases move more efficiently through various departments without the risk of any slipping through the proverbial cracks.
The TeamSupport Solution(s):
Getting TeamSupport up and running was quick and pain-free, “Within the first week, we effectively streamlined the entire support workflow across six groups and had everyone trained,” said Chambers. “The software’s very intuitive and support has been excellent; several questions or requests came-up and TeamSupport always offered a timely answer, fix or workaround we had all the kinks worked-out after the first day and haven’t looked back!” Chambers’ team has since customized the ticket and customer detail sections, created an automated ticket response and developed numerous custom reports.
Six Wren departments currently use TeamSupport and Chambers plans to expand the deployment to the company’s product development group for tracking bugs and enhancement requests. “We’ve saved some 20% in man-hours over the past six months and by reducing our [use of] the CRM enterprise software, we’re saving more than 40% in monthly seat license fees.” Because the Wren sales team continues to use the CRM system, they’ve configured TeamSupport to import essential customer information directly from it. Next on Chambers’ TeamSupport to-do list is the creation of a customer-facing self-service portal in the Services Group that will enable clients to monitor the status of ongoing and future installations.
Chambers would definitely recommend TeamSupport, “It’s been a great software with little down time; it’s made a huge impact across the company at a very reasonable cost!”