A leading Web Hosting & DNR company, Australia

About the Client:

Client is a Australian Accredited Domain Name Registrar for .au Australian Domain Names and have registered more than 50,000 domains. Their specialisation lies in offering Web Hosting Services for more than 20,000 customers throughout Australia.

Requirement:

When the client contacted ACTSupport, they were in a big trouble as their current support company failed to deliver services and they had like 1000+ open tickets / emails pending for days. They wanted a complete 24 / 7, end to end support services and they wanted the support to be taken over almost immediately. They had customers leaving at that time due to failed support and we wanted us to be their life saver.

Solution:

Considering the emergency situation, We started the support within 5 hours from the time they requested support. We had many of our techs put 16+ hours to tackle the situation. Client also wanted phone support for which we setup the servers and other IT infra within a day. We setup Asterisks server, configured Cisco Phones and got them up and running. Based on the support volume, We formed a 22 member team with a dedicated Account Manager. Team supported Billing, Pre-Sales, Technical, Server Administration, DNR through Phone, LiveChat & Helpdesk. Within a month's time, We stabilised the support operations and now the client has a strong and happy customer base.

Automotive Internet Marketing Company, Canada

See how ACTSupport has provided a customized and centralized solution for an international client, which has in turn helped them to improve their sales and service levels. ACTSupport built a multiskilled team of techs to offer a wide range of services and manage various activities throughout a customer life cycle

About the client

The client offers a package of services to Car dealerships. Their services include online marketing, web design and maintenance, Internet Lead Management and Inventory management, all in one package.

Requirement:

ACTSupport's needs are always inline with that of its clients and their customers. Now that the client wanted to offer a one-stop solution to all their needs, ACTSupport’s policy was to support the client make and maintain this as their USP.  For this, the client needed a team, which can

• Setup accounts for new customers- the car dealers
• Install the service on the customers desk
• Do a welcome call and train the dealership on the product
• Answer support calls and tickets in a timely, efficient and effective way
• Maintain websites for the customers
• Drive traffic to the websites
• Develop tutorials and documents for the customers easy understanding and use
• Coordinate between the client and his affiliates providing other services to car dealerships

Solution

Experience in web hosting, designing and support activities came out handy here while the challenge was in consolidating all in one package. ACTSupport hired and trained a team of professionals to answer the support requests through phone and emails at the front end backed up by the clients and internally sourced expert team. The client team gradually transferred specific product knowledge to the front end team thereby allowing sufficient time for themselves to look in to their higher end tasks. The benefits included

• Needless to say, huge cost cutting even in expert areas like design, maintenance and SEO and all those that come with outsourcing

• Single window service for the client and his customers. The client and the customer didn’t have to go to different service provides for different requirements. The multiskilled team empowered with right tools and access to central store of database and information, was able to care of all their needs improving the quality of service

• Enhanced Customer satisfaction through personalized services offered in time and in strict adherence to the quality metrics

• More customers for the client as they could deploy and dedicate their in-house resources on sales and marketing activates more than before while the ACTSupport team handles most of their operational and after sales needs

• A centralized support system easy for the client to interact, monitor, control and communicate changes and updates

See the diagram below to visualize the benefits of a single window service, both to the client and his customers.

Future plan- Continual improvement

ACTSupport is also planning to take up billing and web design on behalf of the client, which will allow the client to focus not only on sales but also product research and grow their customer base across the globe. ACTSupport here becomes an extended wing of the client operating at a different location thereby bringing the benefit of expert staffing at a reduced cost.