The Brief

Client Profile: The client is a leading printer services company based in the USA specializing in comprehensive solutions for various printer-related needs nationwide.
Industry Domain: Printer services
Challenge Faced: The company faced significant issues in its customer support operations. Substantial concerns included persistent low customer satisfaction and a high call abandonment rate. Outdated infrastructure and inadequate staffing were the primary causes of these challenges, affecting the company’s ability to deliver timely and practical support.
Project Objective: The goal was to modernize the client’s support system by addressing operational inefficiencies. This involved enhancing infrastructure, increasing staffing levels, and revamping service processes. The objective was to significantly boost customer satisfaction and reduce the call abandonment rate for improved overall service performance.

The Solution

Backoffice Pro implemented a robust strategy to modernize and optimize customer support operations to tackle client issues effectively.

The key components of the strategy included:

Infrastructure and Staffing: Expanded and upgraded infrastructure and staffing to handle increased call volumes and improve service quality.
Voicemail and Callback System: Introduced a voicemail service for calls exceeding 3 minutes and a callback system for missed calls, improving the overall customer experience.
Specialized Team: Formed a dedicated team to manage inbound tech support services, ensuring expertise and efficiency in handling customer queries.

Support Center Revamp: Rapidly overhauled the support center, significantly enhancing operational efficiency and reducing response times.
Enhanced Customer Satisfaction: Boosted customer satisfaction from a low 50% to an impressive range of 87-93%, demonstrating a substantial improvement.
Reduced Call Abandonment: Successfully lowered the call abandonment rate to just 8%, ensuring that 92% of customer calls are promptly answered.
New Business Opportunities: Opened new opportunities for business growth by significantly enhancing service delivery and boosting overall customer satisfaction.