Case Studies

THE FASTEST IN-STORE MOBILE UPGRADES SO YOU CAN GET BACK TO WHAT’S IMPORTANT

BUSINESS PROCESS OUTSOURCING

THE CHALLENGE

The end client, a major global telecommunications company, was experiencing completely unsatisfactory performance with their internal technical help desk that supported their retail business units. Problems included a lack of resolution and follow up, poor customer service, and excessive time for problem resolution (sometimes months).

THE SOLUTION

The Cayuse Technologies Tier 1 Technical Help Desk was launched, providing expert service agent support for retail store software and hardware such as: kiosks, demo equipment, ticketing equipment, cash registers, and iPads. Hours of operation provide 17 hours a day, 7 days a week, 363 days a year support. Three methods of contact include phone chat, and automated online ticketing.

OUTCOME

10-15K contacts per month

100,000 sales representatives supported

16,500 retail stores, dealers and retailers supported