ABOUT
A leading data visualization software company landed a major client in the Asia-Pacific (APAC) region and began to expand into the European, Middle Eastern and African (EMEA) regions but lacked a presence there to handle the technical support issues that would arise with such a large organization. With no internal customer support agents in that region and a heightened support volume, they needed a way to provide timely support.
CHALLENGE
The software company wanted to offer their new client the highest level of support, but timezone differences proved difficult to manage without a support team based in the APAC and EMEA regions. They wanted to offer technical support 24 hours a day, five days a week, but delays in response times hindered the relationship with their client. They needed to find a way to improve their regional support quickly and turned to ServiceRocket for guidance.
SOLUTION
ServiceRocket helped the software developer regulate support hours based on their support teams' location to improve their APAC coverage. ServiceRocket also provided a dedicated local support engineer to manage support, develop documentation and build a knowledge base in the APAC and EMEA region. A backup support engineer was also available whenever the lead was unavailable, ensuring full coverage no matter what.
OUTCOME
With the help of ServiceRocket’s Tech-Enabled Support team, the software company reduced ticket resolution time by 30% (six days), improved the “time to respond” percentage to 95%, increased support coverage hours by 122% and increased ticket capacity by 25%, more than proving the value of ServiceRocket’s expertise. ServiceRocket also piloted an office hours program where the software company’s clients could join a 45-minute, real-time training session with a specialized support engineer to ask questions and get guidance specific to their use case.
