case study

It Helpdesk

  • LOCATION:United Kingdom, United States
  • INDUSTRY: IT Services
  • SERVICES PROVIDED: Kiosk, POS, and Technical/ Customer Support

The Client

Our client is a leading global customer engagement technology company helping businesses drive maximum value from customers. Its integrated platform is used in theme parks, hospitality, contract catering, and retail to provide a seamless and highly engaging customer experience, proven to increase spend, footfall, and loyalty.

Challenges

Due to our client’s rapid growth, they needed to expand their support teams to manage the ever-increasing volume of calls and tickets for support service. 

In order to scale rapidly to meet this increased demand, our client asked Paragon to build an efficient team capable of resolving inquiries in both English and Spanish.

How Paragon is Helping

  • Provide a technical support team that can speak both English and Spanish
  • Create a Level 2 Support Team to which tickets can be redirected, thereby decreasing the load on our client’s internal Level 3 Support Team
  • Create training materials for new-hires
  • Define KPIs used to measure the efficiency and accuracy of both technical support and customer service teams
  • Assist in creating Knowledge Base articles for troubleshooting reference
  • Analyze and manage KPIs to ensure quality service is provided to each customer of our client

Results

  • Increased customer satisfaction by 126%
  • Increased answered number of inquiries on time by 187%
  • Increased resolution turnaround time by 96%
  • 98% of tickets and calls are resolved within the timeframes stipulated in the SLA
  • Decreased repeat issues by 72%
Paragon has truly embraced partnering with us, and we consider them a part of our team. We even traveled to their offices in the Philippines; their facilities are wonderful, and their people, professional.

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