Solutions that Reduce Regional Response Times

ABOUT

A prominent software development company needed to restructure after selling off a part of their business. This change meant they had to redevelop their European, Middle Eastern and African (EMEA) and Asia-Pacific (APAC) support teams, which could take some time.

CHALLENGE

Without a proper support team for their EMEA and APAC regions, the software developer noticed their customer onboarding ticket backlog was steadily growing out of hand. This influx of tickets showed they needed additional support in that region but didn’t have the resources to manage it themselves. With support for onboarding new customers a priority, they turned to ServiceRocket’s Tech-Enabled Support team for outsourced support.

SOLUTION

ServiceRocket developed a two-phase approach to tackling the developer’s ticket backlog. Phase one: Leveraging ServiceRocket’s support team to reduce the backlog by integrating their systems, driving process efficiencies and technology improvements, and supporting the implementation of Salesforce. Phase two: Creating a dedicated team of outsourced support engineers to provide coverage for the EMEA and APAC regions while they build out their internal support team. ServiceRocket also provided a U.S.-based customer advocate engineer to support customer onboarding and implementation needs.

OUTCOME 

With the help of ServiceRocket’s experienced support engineers, this software developer stabilized their EMEA and APAC coverage and saw faster onboarding and training delivered to their customers. The additional support helped the developer lower their first response time by 79%, from 0.77 to 0.16 days and reduced their ticket backlog by 80%, from 7,000 to 1,300 in six months. With these results, the software company saw the benefits of outsourced support and extended ServiceRocket’s contract to manage technical support alongside customer onboarding issues.