Backoffice Pro Boosts First-Call Resolution and Satisfaction in Aviation Tech Support

The Brief

• Client Profile: The customer is a leading provider of paperless solutions for the aviation sector, specializing in technical support for Windows and iPad devices.
• Industry Domain: Aviation Technology
• Challenge Faced: The client experienced a spike in tier-1 technical support calls, negatively affecting customer satisfaction. They needed to assess a service provider's effectiveness during a three-month trial period.
• Project Objective: The goal was to manage the surge in support calls efficiently, achieve high first-call resolution rates, and improve customer satisfaction. This involved streamlining support processes to enhance service quality and operational efficiency.

The Solution

Backoffice Pro developed a targeted strategy to address the client’s technical support needs. The solution included specialized teams and advanced analytical tools to enhance service delivery. Key components included:

• Specialized Teams: Assembled dedicated teams to handle tier-1 technical issues for Windows and iPad, ensuring expert resolution of customer inquiries.
• Analytical Tools: Advanced analytical tools were deployed to track and enhance service efficiency and performance.
• Operational Efficiency: Organized teams into smaller units to provide continuous, high-quality support, boosting overall operational efficiency.

The Outcome

The solution led to substantial enhancements in the client’s technical support operations, resulting in notable gains across several key metrics. These improvements were evident in both service efficiency and customer satisfaction. Key results included:

• Increased First-Call Resolution: First-call resolution rates improved by 35%, reducing the need for escalations and enhancing customer satisfaction.
• Higher Customer Satisfaction: Customer satisfaction scores rose from 50% to 90%, reflecting significant improvements in service quality.
• Contract Extension: The successful trial led to a contract extension, with the client continuing to benefit from the enhanced services.