B2B Technical Support Case Study

B2B – Technical Support - Global leading internet related services provider

Objective

  • Re-engineer B2B post sale support for enterprise
  • Add new efficiency metric without impacting quality
  • Achieve expected targets and establish best practices

Countries: China, Indonesia, Korea, Japan, Thailand, Global English Support

Metric

  • Service Level, Average Handle Time, Abandoned.
  • Quality, Customer Satisfaction, Total Resolve Time

Highlights

  • Consistent Quality performance above targets
  • Helped other vendors by sharing best practices
  • Consistent MoM improvement of Metrics
  • Ranked top site Globally out of 10 other vendors
Swivelt - B2B technical support case study

Solution​

  • Re-engineer process and workflows
  • Enhanced Case Management process and daily check
  • Incorporate metric into Star Program and quality process
  • Establish weekly best practices bridge across all sites

Curious to learn more about how Swivelt can help to grow your business?​

Fill in the form below and get an access to a complete set of iStrives features decks

By ticking this box you confirm your agreement with Swivelt Pte. Ltd. Terms and Conditions and Privacy Policy.
We use cookies to give you the best experience.