Fortune 500 tech firm experiences enhanced organization and improved efficiency with TeamSupport.
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.
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 Company
“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.”
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
Fortune 500 Company
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