To Suntell, the creator of a loan management software used by community banks and credit unions, customer service is everything.
“We talk to our customers so much, we have to provide exceptional service,” says Anna Yang, Suntell’s Senior Implementation/Training Specialist. Having the right tools in place to support that exceptional service is critical. For a time, the company’s homegrown database did an adequate job of logging and tracking customer issues and questions, but as the company grew, it needed a more robust customer support system that would move customer support requests away from individual e-mails and into one central system.
“Customers and support representatives communicated via e-mail, which meant that others in the company wouldn’t know what was going on with a customer unless the support rep would remember to copy and paste the e-mail exchange into a work order. It was time consuming,” explains Yang.
And, at one point, the support team was using three different systems for storing and tracking information—and that was very inefficient, even for a small company.
Yang went in search of a software solution that would reduce their reliance on e-mail while increasing team collaboration.
Unlike some of the competitors that are big and impersonal, Suntell appreciates that TeamSupport’s CCO Eric Harrington is always available to answer questions.
“It shows that everyone at all levels of the company really care about their customers,” says Yang. “Compared to our previous help desk system, we’ve experienced a 100% improvement!”
Since implementing TeamSupport help desk software in 2010, Suntell has logged about 2,700 tickets per year and saved an estimated 20% in staff time because of: