Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance
公司规模
1,000+
地区
- America
- Asia
国家
- Philippines
- United States
产品
- Activant Eagle software
- Bomgar remote support product
技术栈
- Remote Support Technology
- Business Management Software
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
适用行业
- 零售
适用功能
- 商业运营
用例
- 远程协作
- 远程控制
服务
- 系统集成
- 培训
关于客户
Activant Solutions Inc. (“Activant”) is a leading technology provider of business management solutions serving small and medium-sized distributors and specialty retailers. Activant provides customers with industry-specific software, professional services, content, supply chain connectivity and analytics. The Eagle Advice Line – Activant’s largest support center supports over 5,000 “mom and pop” retailers across the United States running the Activant Eagle software – a turnkey business management system. After supporting customers for years with phone-only support, they were continuously running a backlog of support calls. They sought a remote support solution so they could connect directly with customers and get them back to business.
挑战
Activant’s Eagle product includes a support option in the monthly service fee. Customers have immediate access to a Tier-1 phone support desk that operates in Manila, Philippines. These agents handle minor support issues and customer questions. If the call is not resolved in 10-20 minutes, the call is escalated to the Eagle group – a Tier-2 and up support center – based in Livermore, California. The Tier-2 group either receives phone transfers or calls customers back (depending on SLA). The Tier-2 group is divided into four specialty teams: credit cards, accounting, telecommunications and systems. Calls to this support group are usually complex, says Michelle Sanford, senior product support manager. The average call lasts 22 minutes with the average incident lasting around 57 minutes. Fifty-seven minutes away from a small retail business can be detrimental to customer service at the store level, so Activant knew they needed a way to connect to customers where they could view the screen and speed first call resolution. Activant previously used two remote meeting products, but needed a tool that would actually allow them to support customers.
解决方案
Activant evaluated several remote support products, but decided on Bomgar for some very specific reasons: Customer satisfaction – Because Activant’s Eagle team deals with customers on a repeat basis, the trust factor is important. Sanford says Bomgar is an integral part of building that trust. “Bomgar allows us…to really cement [the relationship] in a way that no other application has been able to do for us.” PCI compliance – PCI standards affect all of Activant’s customers. Activant is taking this very seriously because if their customers are not compliant they could face fines that could “literally shut down their business.” Sanford says that because Bomgar leaves no footprint on the remote customer’s system, they are a step ahead in compliance. First-call resolution – Before Bomgar, Activant’s first call resolution rate was running at about 75%. Bomgar allowed them to up first call resolution rates to between 88-92%, because they can now see what the customer sees. Reduced call times – Sharon Sarras, a product support specialist, has been on the front lines with customers for over 11 years. She says the ability to connect to her customers and see their screen has cut the call times in half. Because of this, the number of calls handled per day per rep has increased from five to six-and-a-half or seven calls in a day.
运营影响
数量效益
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