AVANQUEST

Operational savings of €100,000 annually, a 10% sales increase on some product lines and a higher level of customer satisfaction.

Avanquest Software develops and publishes software applications on PCs, Tablets, Smartphones, TV and Social Networks. It was established in 1984 and has operations across the United States, Europe and Asia.

Industry

Technology

Solution

Four dedicated service centre teams, each with four staff, covering six main markets: USA, Canada, UK, France, Germany, Italy.

Challenge

Business challenges, including economic uncertainty, changing consumer expectations, market complexity and ever increasing competition, led Avanquest to rethink the way they delivered their customer support and helpdesk.

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.

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Moving customer service to Konica Minolta ProcessFlows has been a 100% positive experience both for us and our consumers. We are saving a substantial amount of money and our customers are getting a much higher level of response to their helpdesk queries.

Olivier Thirion

General Manager Softcity, Avanquest Software

Managed Customer Service

Smart sourcing solutions to help you improve customer service

Extend and enhance customer service with minimal risk

Managed Customer Service enables you to quickly and cost-effectively expand your existing Customer Service team with no upfront recruitment costs and with minimal risk.

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