Monitoring Platform Solutions

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,

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