managed service

Challenges

  • icon-check-greenStrongpoint had no client support team or structure in place to handle incoming enquiries. Clients used to call customer success reps who were responsible for opening and resolving cases. A member of the development team was then assigned to oversee the customer success team.
  • icon-check-greenTheir team was not trained in customer support best practices and had to take time away from their primary job roles.
  • icon-check-greenThere was a lack of communication between the development and customer success teams, FAQs didn’t exist and their technical training guides weren’t up to date.
customer support services

Solutions

  • icon-check-greenWe provided a trained and managed support team to handle Tier 1 and Tier 2 cases for Strongpoint’s NetSuite application, and utilized automated replies for support cases related to license management, enabling simple resolution of basic queries.
  • icon-check-greenCreated full documentation of all queries, so we could work independently of Strongpoint, allowing them to focus on their primary objectives.
  • icon-check-greenAnalyzed all incoming queries so we could channel common issues to the development team which could be resolved in future updates.
customer success

Results

  • icon-check-greenHandled over 350 support cases.
  • icon-check-greenHelped reduce time spent resolving support cases by 34%.
  • icon-check-greenTheir CEO described our partnership as ‘successful and adding a lot of value.'
  • icon-check-greenDue to this success, they are now scaling their services to include 2 Business Development Reps, as part of CloudTask's Inbound Sales Services, to help sell their NetSuite and Salesforce applications.

Staff

quality assurance analyst

1

Quality
Assurance Analyst

To analyze data and the effectiveness of our work

technical support agent

2

2 Technical Support Agents:
1 Functional Consultant and
1 Technical Consultant

To solve incoming queries and help with future success through feedback and documentation

customer success

1

Account 
Manager

For strategic planning, performance monitoring and continuous improvement

Improve customer satisfaction and
retention rates with trained support experts