Client Situation - The client has an extensive portfolio of reliable, scalable and secure WiFi, fixed wireless broadband platforms; managed by cloud-based software. They help enterprises in 150 countries to build powerful communications networks. The enterprise tech support was managed in-house. The Time To Customer (TTC) was 15 days. This slow response resulted in disgruntled customers. The Fault Detection and Classification (FDC) was low at 15%. With a low FDC, a majority of issues were not detected and hence remained unresolved. The unresolved issues with the tech support team were a staggering 250 cases which reflected in a poor CSAT score of 60%. The poor customer service resulted in an increase in irate customer base which subsequently leads to a loss of revenue.
About Client - A leading global provider of wireless broadband solutions that connect people, places, and things.
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