Download PDF
Freshworks > Case Studies > Transforming Customer Service: A Case Study on Cutter Group's Success
Freshworks Logo

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

Technology Category
  • Infrastructure as a Service (IaaS) - Virtual Private Cloud
  • Wearables - Virtual Reality Glasses, Headsets & Controllers
Applicable Industries
  • Education
  • Glass
Applicable Functions
  • Quality Assurance
  • Sales & Marketing
Use Cases
  • Chatbots
  • Time Sensitive Networking
Services
  • System Integration
The Challenge

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.

About The Customer

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.

The Solution

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.

Operational Impact

  • 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.

Quantitative Benefit

  • 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

Related Case Studies.

Case Study
Discrete Manufacturing Industries (Fiberglass Pipe)
The implementation of ERP software in a Discrete Manufacturing organization needs to be strategic, irrespective of its size and capacity. The client had already implemented an ERP system which fulfilled their requirements but was not efficient enough. Efficiency here meant Synchronized Planning, Updating and Multisite Planning. Planning at client’s place was done outside the ERP system. Lack of proper synchronization to the ERP system paved way to huge delays in the changes getting updated in the system. These delays caused disruption in achieving delivery schedules. Multisite Planning is a solution to an organization which has multiple production units (may or may not be geographically separated) and thus needs planning across these units to synchronize production activities within them. The client also has multiple factories and hence Production Planning control is very essential in their case. Since Multisite planning was not possible with Baan ERP system, this was another bottleneck for the client.
Learn more
Case Study
Revolutionizing Medical Training in India: GSL Smart Lab and the LAP Mentor
The GSL SMART Lab, a collective effort of the GSL College of Medicine and the GSL College of Nursing and Health Science, was facing a challenge in providing superior training to healthcare professionals. As clinical medicine was becoming more focused on patient safety and quality of care, the need for medical simulation to bridge the educational gap between the classroom and the clinical environment was becoming increasingly apparent. Dr. Sandeep Ganni, the director of the GSL SMART Lab, envisioned a world-class surgical and medical training center where physicians and healthcare professionals could learn skills through simulation training. He was looking for different simulators for different specialties to provide both basic and advanced simulation training. For laparoscopic surgery, he was interested in a high fidelity simulator that could provide basic surgical and suturing skills training for international accreditation as well as specific hands-on training in complex laparoscopic procedures for practicing physicians in India.
Learn more
Case Study
Implementing Robotic Surgery Training Simulator for Enhanced Surgical Proficiency
Fundacio Puigvert, a leading European medical center specializing in Urology, Nephrology, and Andrology, faced a significant challenge in training its surgical residents. The institution recognized the need for a more standardized and comprehensive training curriculum, particularly in the area of robotic surgery. The challenge was underscored by two independent studies showing that less than 5% of residents in Italian and German residency programs could perform major or complex procedures by the end of their residency. The institution sought to establish a virtual reality simulation lab that would include endourological, laparoscopic, and robotic platforms. However, they needed a simulator that could replicate both the hardware and software of the robotic Da Vinci console used in the operating room, without being connected to the actual physical console. They also required a system that could provide both basic and advanced simulation training, and a metrics system to assess the proficiency of the trainees before they performed surgical procedures in the operating theater.
Learn more
© 2015-2024 IoT ONE Limited | Privacy Policy

Contact us

Let's talk!

* Required
* Required
* Required
* Invalid email address
By submitting this form, you agree that IoT ONE may contact you with insights and marketing messaging.
No thanks, I don't want to receive any marketing emails from IoT ONE.
Submit

Thank you for your message!
We will contact you soon.