Help Desk, Front Office and Back Office for an office equipment manufacturer

What challenges did we face?

* Front-office and back-office support.
* Troubleshooting assistance with printers, scanners and MFPs, including installation, hardware setup and software support.
* Provision of detailed information on the hardware specifications of our Client’s equipment.

What we did:

Preparation

01
We recruited consultants with technical knowledge and experience in operating printing equipment.
02
We prepared training materials.
03
We provided training to the project teams.

Implementation

We organised a space for test and training equipment to allow consultants to get hands-on experience with using the equipment.

We integrated our call center with the customer's CRM system to ensure a smooth flow of information and short response times.

Execution

We introduced ongoing call monitoring and quality testing and calibrations to maintain a high standard of service.

We provided customer support, helping to solve technical problems and providing the necessary information.

Results

We provided efficient and timely support in solving technical problems. We increased end-customer satisfaction and, consequently, improved our Partner's business performance.