Client Services and Support Ops
Implemented 24/7/365 CSS OPS to proactively manage at-risk cases and prevent negative sentiment or escalations from premier customers.
- Proactive Customer Support
- Operational Improvements
- Personalized Support Experience
- Increased Customer Satisfaction
Challenge
Our Enterprise Software client needed to improve the support experience for their Premier Customers due to increased dissatisfaction and a rise in executive-level ticket escalations. The challenge was to enhance service quality while overseeing a vast network of global support professionals processing upwards of 4,000 new Premier support tickets each day.
Solution
Wimmer Solutions proposed to establish a dedicated Managed Service initiative designed for at-risk support cases to refine the customer support process. This solution included a comprehensive 24/7/365 support cycle aiming to prevent negative customer sentiment and avert potential escalations by Premier customers.
Innovation & Impact
The Enterprise Software CSS OPS initiative introduced innovative practices such as real-time case triage, enhanced program reporting, and standardized operating procedures focused on operational improvement. The adoption of these innovations resulted in the following:
- Proactive Customer Support: The implementation of a 24/7/365 CSS OPS system allowed for real-time case triage and proactive management of at-risk cases, preventing negative sentiment and escalations.
- Operational Improvements: The initiative introduced standardized operating procedures and enhanced program reporting, leading to significant operational improvements.
- Personalized Support Experience: The new system provided a more personalized customer support experience, effectively managing a high volume of support tickets.
- Increased Customer Satisfaction: By addressing the root causes of dissatisfaction and improving service quality, the case study resulted in increased customer satisfaction among Premier Customers.