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Within three months, the agents were able to go beyond call handling to take care of the whole first-line support piece.
Intuitive BI, a rapidly growing company headquartered in Manchester, has been developing data visualisation and dashboard software since 2011. Working with leading software vendors to enhance their applications with “packaged” BI solutions, the solutions enable customisable intelligent reporting for companies by producing graphical representations of key performance indicators.
Market conditions meant providing an excellent customer support function was key. Intuitive wanted to provide a proactive service, to keep customers updated with progress on technical issues, without distracting technical consultants from their key development tasks. However they were aware that establishing this kind of support from scratch requires significant resources and can be disruptive to the business in the short term.
Konica Minolta set up a dedicated team for Intuitive and the support helpdesk was up and running within a month. Within three months, their 3 dedicated agents were able to go beyond call handling to take care of the whole first-line support piece. This significantly reduced the burden on the development team whilst providing a better service to customers. The team has since taken on more background tasks, product documentation, product testing and more.
They’ve allowed us to execute really well at a lower cost and be more flexible commercially, whilst opening up new revenue opportunities for us
Founder and Managing Director, Intuitive BI
IT Helpdesk as a Service
People are your most important asset. To ensure they operate at peak performance, they require a responsive, expert IT help desk. One that offer flexible access, rapid response with very high rate of first-time fix, scalability. And specialist knowledge when required, improved user satisfaction and increased productivity.