Backoffice Pro Boosts Domain Registry’s Efficiency by Streamlining Customer Queries Through Integrated System

The Brief

• Client Profile: Based in London, the client operates as a domain registry, managing extensions like .la and .pw and providing backend services for over sixty top-level domains, serving a diverse clientele.
• Industry Domain: Domain Registration
• Challenge Faced: The client grappled with managing customer inquiries across multiple platforms, including phone, email, and chat. They also needed help training their agents on specialized domain knowledge and a unified system to streamline interactions.
• Project Objective: The goal is to introduce a cohesive interface to manage all customer interactions efficiently, enhance agent productivity, and elevate overall customer satisfaction. By improving operational efficiency, the project aimed to enhance service performance.

The Solution

Backoffice Pro devised a strategic approach to address the client’s challenges. This solution aimed to create an integrated system for managing customer interactions and enhancing agent performance. Key aspects included:

• Integrated Interface: Developed a centralized system to handle customer communications across various channels, simplifying processes and improving efficiency.
• Expert Team: Assembled a team of over 50 agents, trained by domain registration specialists, to handle various tasks and improve service delivery.
• Enhanced Case Management: Implemented effective upselling strategies and refined case management procedures, including logging and escalation, to improve customer satisfaction.

The Outcome

The solution significantly improved the client’s operational performance, enhancing productivity and customer satisfaction. The integrated system streamlined processes and led to notable efficiency gains. Key outcomes included:

• Improved Productivity: The new system and trained team increased productivity by 40%, reducing average handling time by 30%.
• Increased Customer Satisfaction: Customer satisfaction scores rose from 60% to 90%, indicating a substantial improvement in service quality.
• Contract Extension: Impressed with the outcomes, the client extended the contract and allocated 20% more resources before the trial period concluded.