“Our challenge is to give our people the best possible technology that saves a lot of people’s lives. And: the faster we get assistance from our technical support partner, the quicker we can come up with solutions that save lives. Hence speed of support is very important to us.”
This is what our client, an international market leader in medical and safety technology, asked us to do. We support our partner with a 1st Level Service Desk including Request Fulfillment, Ticket Management & Ownership from our hub in Barcelona and now also from Erfurt, Germany.
Since the launch of our partnership our client has been more than happy with our performance, so that we have steadily built on our services. This includes the coverage of new markets.
International market leader in medical and safety technology
- Service Desk (1st Level)
- Request Fulfillment
- Ticket Management & Ownership
- VPN Migration & Support
Our client’s products have a very positive effect on a lot of people‘s health and safety. And just like with medicine our partner expects the same high standards when it comes to their internal technical support: no waiting times, quick diagnoses, immediate therapy and long-term “healing”. So the challenge for us is clear: we need to achieve a high first call resolution rate and availability. In other words, a very high quality of service that eventually leads to maximum user satisfaction.
Customer-oriented support focusing on highest service quality is our core competency. That means we benefit our partner with proactive suggestions and technological innovations that make our service even more efficient.
But what does this mean in numbers?
- First Call Resolution Rate: ≥80 %
- User Satisfaction: Year 1: better than 2,5 (grading 1 = very high; 6 = very low), Year 2: better than 1,9
- Telephone availability: >94% of all calls answered within 24 hours
All of this has helped us establish a very close relationship with the partner, including regular extensions of our services and growing market coverage. Most notably, we have just extended our successful concept from our hub in Barcelona to our location in Erfurt, Germany. This addition is mostly based on the partner’s large amount of trust placed in us over the course of our partnership.
Provision of worldwide technical support in 6 languages.
To sum up.
In summary, what is it that makes our strategy so successful?
We offer the client one single contact point through our single point of contact management approach (SPOC). Plus, we deliver our services in all time zones according to local business hours. And our multi-language approach includes our support specialists speaking at least two languages. Hence we always cover different languages simultaneously on an advanced business level.
Finally, what makes us so successful is clearly our high level of competence!
“We just know our responsibility towards people’s health and we take this very seriously. So we fully understand the importance of our partner’s business. That’s why we have a very customer-oriented mentality and always strive to deliver the best possible support!”
Alex. Supervisor Technical Help Desk, Barcelona.