Strongpoint Easily Scaled Their Customer Support Team and Reduced Response Times by 34%

dashed

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

Entering 2017:

1

 

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

2

 

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

3

 

There was a lack of communication between development and customer success, FAQs didn’t exist and their technical guides weren’t up to date.

Icon-Star-2

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

The CloudTask Support Team:

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 Team Included:

6 Customer Support Specialists

Quality Assurance Analyst

Account
Manager

Corporate
Trainer

quelity

Results

dashed
Icon-350-Support-Cases (1)

Handled over 350
technical support cases

Icon-34%

Reduced time spent
resolving support
cases by 34%

Mark-Walker

Mark Walker

As Mark Walker, CEO of Strongpoint puts it,

‘’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 could benefit from a

CloudTask Outsourced Customer Support Team

Chat with Us Now