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Banking on Customer Support Excellence

A business unit within a Fortune 500 software company sought a ticketing system to help its entire customer support team streamline, organize and respond more efficiently to its business clients.

The TeamSupport Difference

After considering several products, TeamSupport was selected as the team’s customer support system.

The software company’s customer support manager says TeamSupport’s chief advantages include:

  • Enhanced organization
    “We started with the 400 untouched tickets and prioritized them, and then TeamSupport organized us,” explains the business unit’s manager. In particular, TeamSupport’s Client Portal has helped “herd authorized calls” and point customers to the information they need while at the same time helping to eliminate unauthorized calls.
  • CRM integration
    “Having a company view and contacts from our CRM was something we needed,” he explains. “It’s been a good plus to the system.”
  • Flexible structure
    Although TeamSupport was easy to implement, the team’s manager says its flexibility was the real bonus.
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About the Company

TeamSupport User Since 2010

Industry

Software and Technology

Headquarters

USA, multiple global offices

Benefits:

  • 6,700 tickets processed

  • 400 backlogged legacy tickets resolved
  • Elimination of unauthorized calls tying up valuable time and resources

The flexibility of this product has made it worth everything. TeamSupport works the way we want it, rather than forcing us to use a prescribed workflow. Having that level of flexibility was a key component of our selection.” 

Customer Support Manager, Fortune 500

“The flexibility of this product has made it worth everything,” he says. “TeamSupport works the way we want it, rather than forcing us to use a prescribed workflow. Having that level of flexibility was a key component of our selection.”

The Business Results

The software company implemented TeamSupport and, since then, has processed 6,700 tickets. Each customer interaction now is categorized and reported according to specific metrics.

“This is a huge upside,” the manager explains. “TeamSupport’s reporting functions allow us to see the volume of requests and the percentages of calls in certain categories—and then we can train our people in those key areas. With TeamSupport, we can do a lot more than we ever could before.”

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TeamSupport’s reporting functions allow us to see the volume of requests and the percentages of calls in certain categories - then we can train our people in those key areas.

Customer Support Manager

Schedule A Demo

Interested in seeing what TeamSupport can do for you?  Sign up for a live demo and see for yourself why TeamSupport is the industry's top help desk software.

Request A Demo

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Schedule A Demo

Interested in seeing what TeamSupport can do for you?  Sign up for a live demo and see for yourself why TeamSupport is the industry's top help desk software.

Request A Demo

new-ts-screens.jpg