Strongpoint Scales Their Customer Support Team and Reduces Support Time by 34% Thanks to CloudTask

Strongpoint is the fastest, safest and most stress-free application to manage documentation, change management and compliance for NetSuite and Salesforce

 

Their challenges:

1

Strongpoint had no client support team or structure in place to handle incoming inquiries.

2

Their team was not trained in customer support best practices and they had to take time away from their primary job roles.

3

A lack of communication between the development and customer success teams, FAQs didn’t exist and their technical guides were old.

As a result they turned to CloudTask, who help companies improve their customer satisfaction and retention through trained teams of experts.

CloudTask Solutions:

Trained and managed a support team to handle Strongpoint’s tier 1 and tier 2 queries.

Created full documentation of all queries to work independently of Strongpoint.

Analyzed all incoming queries to channel common issues to the development team for resolution in future updates.

The CloudTask Managed Team Included:

Support Agents

2 X Technical Support Agents

Account Manager

Account Manager

Quality Assurance

Quality Assurance Coach

Results

Handled over 350 technical support cases

Successfully handled over 350 technical support cases

 
Icon-34%

Reduced time spent resolving support cases by 34%

Mark Walker

Mark Walker

CEO, Strongpoint

‘’CloudTask’s Managed Service was very successful for us and added a lot of value. Previously we didn’t have a support structure, but through CloudTask we bought one and it worked.’’

To find out how you can benefit from a CloudTask Outsourced Customer Service Team

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