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B2B Technical Call Center Enhances Efficiency with ScreenSteps
Technology Category
- Sensors - GPS
Applicable Industries
- Education
Use Cases
- Time Sensitive Networking
- Virtual Training
Services
- Training
The Challenge
The B2B technical helpdesk, supporting over 400 different estates across the hospitality, leisure, and service sectors, faced a significant challenge in managing its vast array of policies and procedures. With over 10,000 sites across more than 400 customers, the helpdesk needed a more efficient way to onboard new clients, support existing ones, and retain its staff. The technical teams had their processes and documents scattered across multiple platforms, including SharePoint, Wikipedia, and ITSM system. While these platforms provided support guides, they were not efficient in helping the technical agents find the resources they needed quickly. This inefficiency resulted in customer delays, inconsistent customer experiences, and longer call handling times. The guides, often generic overviews, were complex and confusing, slowing down the agents as they had to search for specific procedures to resolve tickets. Furthermore, due to the complexity of each customer and the large number of products and features supported, training new agents was a lengthy process, taking up to 6 months on average.
About The Customer
The B2B technical helpdesk is a technology company that provides and supports end-to-end solutions for hospitality companies, including hotels, pubs, restaurants, football stadiums, and more. The helpdesk supports more than 400 different estates across the hospitality, leisure, and service sectors, with over 10,000 sites across these customers. The skilled agents provide expert support to companies using their technology. The helpdesk had a significant challenge in managing its vast array of policies and procedures due to the complexity of each customer and the large number of products and features supported.
The Solution
The helpdesk sought a more agile and efficient solution to support its technical agents and growing customer base. They needed a one-stop-shop for their information that was scalable, manageable, agile for regular updates, easy to learn, and provided quick and easy access for employees to use the guides. They also wanted decision branching options. The solution came in the form of a software called ScreenSteps. ScreenSteps transformed how the B2B tech call center managed its knowledge and its ability to respond to customers. The call center organized over 850 articles for their roughly 400 customers in one location where agents could quickly find and follow them. Using ScreenSteps workflow articles, the call center designed knowledge experiences that decreased training and agent proficiency time by up to 87%. The software also allowed the management team to receive feedback from their technical agents and use that feedback to update and create new knowledge articles.
Operational Impact
Quantitative Benefit
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