Transforming Customer Service: A Case Study on Cutter Group's Success

Cutter Group is an IT solutions provider that was founded in 2005. The company stands out in the IT industry for its customer-first approach to service. Cutter Group designs, deploys, and supports virtual infrastructure for its customers, which includes desktops, servers, storage, backup, replication, remote access, and more. The company works with organizations across a wide range of industries, including healthcare, public sector, manufacturing, education, and production. Cutter Group enables these organizations to set up centralized, virtual computing solutions. The company has always been a remote organization, which has given it flexibility in terms of hiring and passing savings onto the end-customer.

Cutter Group, an IT solutions provider, was founded in 2005 with a customer-first approach to service. The company designs, deploys, and supports virtual infrastructure for organizations across various industries. However, Cutter Group faced challenges in maintaining its high standard of customer service due to the increasing volume of customer queries and the complexity of their needs. The company was using an open-source internal helpdesk system, but with the implications of GDPR compliance, it was necessary to invest in a more robust support platform. The company also needed a system that could handle the influx of tickets from larger customers and provide exhaustive monthly reports on support metrics. The COVID-19 pandemic further complicated matters as the company saw a 40% increase in support volumes due to customers shifting to remote work.

Cutter Group decided to implement Freshdesk, a customer support software, in 2018. The software's automation capabilities improved workflows and data management, enabling the company to categorize and route each ticket to the right agent for faster resolution. Freshdesk Analytics also significantly reduced the time spent on generating monthly reports for the company's largest customers. As the COVID-19 pandemic forced many companies to shift to remote work, Cutter Group was able to maintain its high standard of customer service despite the increase in support volumes. Freshdesk's rules and workflows allowed the company to identify bottlenecks and address them effectively. Looking forward, Cutter Group is considering implementing an omnichannel approach to customer service and incorporating AI and automation into their customer service.

• The implementation of Freshdesk has significantly improved Cutter Group's customer service operations. The company has been able to maintain its high standard of customer service despite the increasing volume of customer queries and the complexity of their needs. The automation capabilities of Freshdesk have improved workflows and data management, enabling the company to categorize and route each ticket to the right agent for faster resolution. Freshdesk Analytics has also significantly reduced the time spent on generating monthly reports. The software has also been instrumental in helping the company navigate the challenges posed by the COVID-19 pandemic. Despite a 40% increase in support volumes, the company was able to maintain business continuity and meet customer expectations. Looking forward, Cutter Group is considering implementing an omnichannel approach to customer service and incorporating AI and automation into their customer service.

• Average first response time reduced to 15 minutes

• Average resolution time reduced to 8 hours

• Monthly ticket count increased by nearly 600 after onboarding a big-ticket customer