Pain Point
Our client needed us to be able to receive automated alerts and alarms via email and bot-initiated audio calls
Overview:
- Our client already used our services for voice related call handling and escalation services
- Our client secured a new contract that included a new requirement for handling automated alerts in the form of email and bot audio inbound calls
- Alerts received via email or bot were required to be triaged and escalated to on call technicians
Challenge:
- Developing a solution that could receive email and bot calls – no human
- Ability to associate incoming emails and bot calls to a script and workflow
- Ability to triage problems accurately and efficiently, then escalate to technician
- Integration to CRM and job management software for tracking works in progress
Solution:
- We implemented our Email Help Desk Service to receive both alert types
- We implemented a comprehensive script inclusive of escalation management to ensure urgent alerts were escalated according to agreed frequency, timing and transaction type
- We designed reporting that separated each transaction type; calls, emails, bot, resolution
The final solution included:
- Implementation of our Email Help Desk Service incorporating Escalation Management
- Provision of our Client Portal so that the client had full visibility across activity via reporting suite
- Consolidated omni channel solution; the client saves handling costs due to systems’ integration
- The client has peace of mind knowing that we have capacity and capability to across all channels of communication 24/7, every day of the year
If you’d like to know more about our bespoke help desk and escalation management services,