Business Challenge
A Global Software company had a vision to create a best-in-class customer service program for small/medium sized business owners of its operating system. A key component of the go-to-market strategy, the client wanted to deliver an agile, adaptive, predictive, and proactive experience focused on user experience and product adoption.
Solution
Realizing the importance of the technical support representative, Experis emphasized a highly collaborative, “one team” mentality, and established a collaboration platform to provide real-time communication and coordination among the large, dispersed team.
Managing the recruiting, onboarding, training, and retention of technical support team members globally, Experis established a team of more than 450 people. In addition to the front-line service group, a training team provides continuous skill development, and a quality team measures performance and addresses opportunities for improvement. A NEXT team of senior engineers works directly with the client’s engineering team for service escalation as well as product improvement and development.
Results
- Developed a scalable solution to support a worldwide 24/7/365 technical support operation
- Brought to life the client’s vision of a best-in-class, white-glove support service for business customers
- Reduced costs by managing the recruiting, onboarding, and training process for this large team
- Consistently exceeds the client’s customer satisfaction goals in quarterly business reviews
