A major “global” player in the computer industry

Background

This is a client with manufacturing and support centers in North America, Europe, and the Asia/Pacific regions. This Company manufactures, distributes and provides technical support for in the computer industry, focusing on the consumer and small business markets.

The Problem

In this fiercely competitive market, average unit price had been dropping by 15% per year, while costs for manufacture and support were on the increase. Technical Support had become a major “value proposition” in the industry, and each of the major players are vying for market share touting their superior technical support as a selling point. Our Client had exceeded their capacity to support their products internally, and had already contracted several outsourcing firms to assist them in providing support to their expanding customer base.

Scope and Assignment

Synergetics mission was to improve the productivity and service levels within the technical support operation, and reduce and/or eliminate the need for costly outsourcing.

The Results

Response times (average speed of answer–ASA) and handling times (average handle time–AHT) were improved by developing “call scripts” for various routine technical problems which enabled each “call taker” to focus on resolving customer issues more timely and accurately. In addition, we directed calls to the web, as well as automated responses to repeat/routine issues to enable our Client to solve issues without the need to engage human resources.

As a result of our work in seven (7) of their worldwide call centers, we improved capacity by 30% eliminating the need for costly outsourcing, and saved the company $50mm annually.

Synergetics Installations Worldwide, Inc.

75 Congress Street, Suite 201 • Franklin Block Building • Portsmouth, New Hampshire 03801 • (603) 433-8940