Pain Point
Our client needed us to be able to receive automated email alerts from their client’s networks
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 email alerts
- Alerts received via email were required to be triaged and escalated to on call technicians in much the same way as were managing inbound calls
Challenge:
- Integrating our Email Support Service into our clients automated email alerts platform
- Ability to associate incoming emails 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 integrated our Email Help Desk Service into our client’s email alert platform
- We implemented a comprehensive script to ensure urgent alerts were escalated accordingly
- We designed reporting and BI dashboard that separated each transaction type; calls versus emails, inclusive of 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 solution; the client 0saves handling costs due to systems’ integration
- Scalable capacity and capability 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,