AN INTEGRATED CALL CENTER SOLUTION
Industry: Home Automation, IoT
Revenue: $5 million
Employees: Over 100
Duration: 6 months
Team Included: System architects, Senior software developers,QA engineers, Project manager, UI/UX Designer
For the Clever Thing client Aterise has enforced a critical business process helping the company grow bigger and expand its operations.
Client company is successfully riding a very important modern technology hype, inventing, building and selling software/hardware components to various companies and individuals. Interest to this kind of technologies is growing very fast among even the biggest players, as well as market does. Therefore they must expand extremely quickly.
Important part of their product success is excellent customer support service. They receive many different appeals and questions, and it is critical that each of them is processed properly and at earliest possible date, increasing customer satisfaction. Widely accepted way of customer communication is maintaining phone support with qualified people always ready to assist. It is easier today since IP telephony is common and available, with few successful solutions on the market. But it is not quite enough since point A connected with point B is just a first step in a series of events which has to happen to receive one happy customer.
They were able to live without a dedicated solution, but with new challenges, growing user base and planned expansion into a new countries and continents, it became clearly visible that more integrated implementation has to be created to maintain high level of customer communication quality.
Customer realized they want a central place for both individual support specialists and their managers to handle all support cases. Workers should have a comfortable environment to optimize their daily routine, and managers should have a clear visibility on call centers performance in different countries, to analyze and make decisions for a possible adjustments.
Call processing has to be completely automated, guiding user through initial menu to ensure that frequent questions can be answered instantly, and best matching specialist is selected for this specific issue.
System should be heavily integrated with other software widely accepted in a customer organization, including staff management, single authentication mechanism, and other business management solutions in this institution.
Important place is a manager's dashboard where he could have a bird's eye view on existing call centers performance, and quickly detect problems. Being an entry point, a few other tools are available from here for an authorized person.
Ex altera parte, a support specialist needs just a single place to do his work: receive perfectly targeted calls, get assistance from other specialists, instantly re-routing calls to them or even creating a conference. Zendesk platform is used to manage support tickets, which client didn't want to change for a custom solution since it's already rich enough and long established. He requested instead a deep integration mechanism, inserting essential parts from Zendesk into a call center, managing usual operations automatically, simplifying work and saving time.
Many calls require participation of a several specialists, skilled in different intersecting fields, therefore conferencing was an essential requirement for a perfect solution. Instantly finding one or several available specialists with a matching skills, inviting them to join a call and manage transparent communication is critical. Significant part of this functionality depended on real-time updates, when for example status change for a co-worker contact should be instantly visible to everyone else in the system.
A considerable part of utility operations had to be managed in order to support all this. Managing phone lines, setting up business rules for calls flow, supporting accurate workers shifts information, perfecting message recordings, adjusting routing parameters - all of this and much more is available for tuning to an authorized within the system person.
Another important part for the system is an Analyze interface. All gathered statistics is available here for acquaintance. This is a point where decisions are made: which technology or language skills are behind or overstaffed. How call center performance changes over time. How do individuals perform. Which bolts can be rotated to increase main value for a customer – a great impression and end satisfaction number their products receive from their buyers.
Afterwards analysis and implementation period in a close communication with a customer, SivinTech created a solution, integrating few different systems into a central point. Managers, support staff, and their clients were connected in a single place, providing perfectly fitting workplace for each party. This dramatically increased whole process simplicity, not only saving time and resources, but also increasing overall quality of the whole support process, reducing issue resolution time and removing unnecessary steps from it. Most importantly, this process now is completely visible and transparent, which made it ultimately manageable. Customer company is now able to open new call centers in new locations, immediately ensuring they support high standards they accepted to suit the needs of their business.