Case Studies

HELPING CUSTOMERS BUY RIGHT - FIRST TIME, EVERY TIME

BUSINESS PROCESS OUTSOURCING

THE CHALLENGE

A major home improvement retail chain required Wi-Fi service to operate their customer support system on mobile devices and to provide Wi-Fi service to customers doing business in their retail locations. Remote monitoring of the status of the entire network and a technical support team was required to enable efficient issue resolution and consistent service.

THE SOLUTION

Cayuse Technologies implemented a Tier 1 and 2 technical help desk for Wi-Fi services for the retail store chain. 100+ document help desk process and troubleshooting knowledge base developed utilizing best practices for optimum efficiency. Access points were imported into our Network Operations Center (NOC) and operational policies developed. Customer Service Levels (CSLs) were established for each location. Monitoring and managing real-time data feeds provides both proactive troubleshooting and reactive solutions. Agents respond to voice contacts with troubleshooting and analysis. Agents remotely reroute switches or reboot ports on switches, dispatch local technicians, and route escalations.

OUTCOME

Customer service agents using handheld point of sale devices are able to easily locate an item in the inventory while they are in the aisles. Improved speed and accuracy of inventory look up, improving customer service experience and potentially leading to increased sales. 

Improved inventory control procedures

Increased efficiency of special orders, product look up, stock level inquiries

Customers enjoy hassle-free Wi-Fi services while they shop in the store

Consistently >90% Quality Performance

100% SLAs met 

>2,000 store locations, US and Canada

4,000 contacts / month

<30 second response time