Solution
Having extensively analysed the market, Avanquest chose to replace its existing customer support and helpdesk functionality with a Managed Customer Service solution from Konica Minolta. The operation includes four dedicated service centre teams, each with four staff, covering six main markets: USA, Canada, UK, France, Germany, Italy. The solution streamlined helpdesk processes and provides a full audit trail of the entire operation. The team provide social media support, issue product activation codes, develop FAQ content, support ‘Live Chat’ and can provide remote support by directly accessing users’ devices.