‘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. Now we want to expand our services with them.’
Mark Walker CEO, Strongpoint
Strongpoint is the fastest, safest and most stress-free application to manage documentation, change management and compliance for NetSuite and Salesforce. It automatically documents everything and maintains the core documentation describing each customization. It helps you make better and faster decisions, keepting your systems clean and optimized. You can quickly answer the question 'if I change this, what else may break?' In April 2017, Strongpoint signed up for CloudTask's Managed Service for Customer Support.
Strongpoint 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.
Their team was not trained in customer support best practices and had to take time away from their primary job roles.
There 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.
We 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.
Created full documentation of all queries, so we could work independently of Strongpoint, allowing them to focus on their primary objectives.
Analyzed all incoming queries so we could channel common issues to the development team which could be resolved in future updates.
Handled over 350 support cases.
Helped reduce time spent resolving support cases by 34%.
Their CEO described our partnership as ‘successful and adding a lot of value.'
Due 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.
Quality Assurance Analyst
To analyze data and the effectiveness of our work
2 Technical Support Agents: 1 Functional Consultant and 1 Technical Consultant
To solve incoming queries and help with future success through feedback and documentation
For strategic planning, performance monitoring and continuous improvement
Improve customer satisfaction and retention rates with trained support experts