This article is a highlight of my work at MRM.
As businesses increasingly rely on digital tools and platforms to drive their operations, the need for efficient and responsive support services becomes paramount. In this case study, we’ll explore how we successfully established a tiered support team for a client, ensuring seamless assistance and issue resolution for their users.
Support Challenge
Our client, a leading technology company, faced a growing volume of support requests from their global user base. With inquiries spanning various domains, including data management, reporting, and platform access, they recognized the need for a dedicated tiered support team to streamline the request handling process and provide prompt resolutions.
Support Solution
After assessing the client’s requirements, we developed a comprehensive support framework tailored to their needs. This framework included:
- Intake System and Workflows: We implemented a robust intake system that allowed users one conditional form to submit requests seamlessly routed to various teams, ensuring efficient case management and tracking. We did this by leveraging Workfront, Jira, and Salesforce APIs. Clearly defined workflows and service level agreements (SLAs) were established to prioritize and route requests effectively.
- Knowledge Base and FAQ Development: To enable self-service and empower users, we curated an extensive knowledge base and frequently asked questions (FAQ) repository. This resource served as a single source of truth, providing users with quick access to solutions and best practices.
- Support Team Training: We assembled a team of skilled support specialists and provided them with comprehensive training on the client’s platforms, processes, and industry best practices. Regular upskilling sessions and knowledge-sharing initiatives ensured that the team remained up-to-date with the latest developments. These members had to have a working knowledge of each platform in the company’s tech stack for their demand waterfall.
- Communication Best Practices: Recognizing the importance of effective communication, we established clear guidelines for support interactions. These best practices focused on professionalism, empathy, and a solutions-oriented approach, ensuring a positive user experience.
- Proactive Monitoring and Reporting: To continuously improve our services, we implemented proactive monitoring and reporting mechanisms. Daily and weekly reports allowed us to identify trends, track performance against SLAs, and address any recurring issues promptly.
90 Day Results
The implementation of the tiered support team yielded remarkable results for our client:
- Improved User Satisfaction: User satisfaction scores soared, with the team consistently achieving high ratings for their responsive and knowledgeable support.
- Increased Efficiency: By streamlining the request handling process and leveraging self-service resources, the support team was able to resolve a higher volume of inquiries within the defined SLAs, leading to improved operational efficiency.
- Enhanced Knowledge Management: The development of a comprehensive knowledge base not only empowered users but also facilitated knowledge sharing and continuous learning within the support team.
- Data-Driven Improvements: Regular reporting and trend analysis enabled us to identify areas for improvement and implement targeted strategies, such as additional training sessions or process optimizations, to enhance the overall support experience.
Takeaway
Establishing an effective tiered support team requires a holistic approach that encompasses robust systems, comprehensive training, clear communication guidelines, and continuous improvement mechanisms. By following this framework, we successfully delivered a seamless support experience for our client, enabling their users to leverage digital tools and platforms more effectively while minimizing downtime and productivity losses.