Client Background
Client belongs to IT industry; they provide effective industrial science, consulting and business re-engineering solutions for clients across the globe, including their fortune 50 customers. They are located in Bangalore, with executives over 25+ supporting its clients.
Business Need
Collecting customer support request and tracking the progress made over each of the ticket remains the challenge for every help desk service provider. Being a reputed IT company our client needs an effective solution to provide the best IT supports for their customers. In this approach, they favoured their end client’s by providing them provision to raise a ticket support, incase of any difficulties while handling their plethora of products.
Solution Implementation
Integration of Trinetra iWay mobility solutions helped our client to address their clients need immediately using its monitoring module and scheduling module. This solution Improved customer experience and their bottom line performance. Implementation of this user friendly application facilitates end users to raise tickets in case of any clarification while using the product and in vice versa our client can track end client’s exact location.
Our innovative app triggers instant acknowledgement after every successful ticket log made by the customer. Ticket log related notification triggers to respective service executive mail id & thereby they could support end users need within reasonable turnaround time. Effective utilization of Trinetra iWay facilitates our client to track location, date, time spent over the issues, route cause for the problem and resolves / analyse on an issue that arises often.
Benefits of the solutions
- Maximized Visibility over your team
- Enhance customer relationship
- Effective utilization of tools
- Improved Customer Service
- Decreased Overtime
- Reduced Operational Costs
