About the client
Our client is a US-based software company with a global reach. Their products are used for data science and analytics. The software is designed to make advanced analytics automation accessible to all data workers.
Client challenges
The client is in the field of data analytics and used the help of a third-party support partner to help with their core teams with business functions to accelerate product development. Over time, the client had to deal with increased support costs, inflation, attrition among other issues. The client was also expanding their product line which resulted in diversification of operations that affected CX and increased the workload of the support teams. The client wanted a solution to mitigate this issue and was looking out for a vendor who could provide the same.
Movate Solution
Movate put together a plan that had the following scope of work:
- Provide multi-channel SaaS product support through voice, chat, email, etc.
- Enabled development of a self-help platform by building a strong knowledge base
- Facilitate cross-functional collaboration and insights sharing between product support and SaaS product teams to improve support experience and drive product quality
The first thing to do when looking at cost cutting is to identify spending. Movate brought in a world class support team comprising of highly skilled technology support professionals to provide multichannel product support across voice, chat, email. This reduced the need to depend on external vendors and improved communications. Faster communications mean swift decisions and improved efficiencies, which is critical for product development teams such that they are on the same page every time. We contributed to end-to-end operations and management of technical support letting the client concentrate more on strategic initiatives than looking at something operational.
We put together a self-help system to aid support engineers refer to documentation, help them find solutions to problems themselves and improve their speed. We brought in automation to accelerate case closure in a more efficient manner freeing agents from repetitive tasks and letting them focus on areas of need improving customer experience across all touchpoints.
Business Benefits
- 10% TCO reduction
- Met all major KPIs (score/target)-
- CSAT – (90% / 90%)
- Escalation rate – (1.1% / 5%)
- Productivity – (53%/ 50%)
- Average response time in hours – (14.47 / 24)