Increase ROI with IT Helpdesk Services of Rigel Networks

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Transcript of Increase ROI with IT Helpdesk Services of Rigel Networks

Page 1: Increase ROI with IT Helpdesk Services of Rigel Networks

©2015 Rigel Networks, All rights reserved.

www.rigelnetworks.com

Page 2: Increase ROI with IT Helpdesk Services of Rigel Networks

One of the leading consulting company based in Victoria, Australia with a combined experience of more than 15 years, provides an online business services, consulting and general assistance to small- and medium-sized businesses.

Rigel Networks’ help desk support offered trained professionals who were proficient in handling incoming requests, assigning them to the correct team member and adding

instructions to the knowledge-base. Our interface is user-friendly and helped them to save their valuable time.

The client wanted to offer 24*7 support to its

customers.

For most part of its business, our client was dependent on emails and calls. Response time is crucial and its customers like to be acknowledged even if their request is not fulfilled. Along with this, reporting was another area that the team wanted to improve. They wanted to monitor performance across help desk modules

©2015 Rigel Networks, All rights reserved.

www.rigelnetworks.com

Page 3: Increase ROI with IT Helpdesk Services of Rigel Networks

Our 20-member help desk team at Rigel Networks offers IT support and service to more than 5000 customers of the client

With most of the team’s productive time spent on analyzing and closing tickets, it took longer than necessary to determine the root cause and to resolve tickets. Our 24*7 help desk made sure that all the tickets were served within 10 minutes.

The ability to assign tickets to specific users automatically helped organize and monitor the entire support process. This also made it easier to keep a track of individual customer issues and the time to resolve each one of them

Multiple dummy orders were placed on the client’s website – 100x tickets were received in a single day.

Rigel Networks’ service engineers were quick to figure out that these orders were placed by a competitor and suggested measures to counter such dummy orders.

There was 35% increase in the ROI for the client due to our highly responsive team and all round support.

A proper documentation and knowledge base of all the tickets, allocated technicians, and other details.

Improved turn- around time and the increase in customer satisfaction rate is a reflection of this.

©2015 Rigel Networks, All rights reserved.

www.rigelnetworks.com