Providing robust and efficient customer service is one of the essential aspects of running a successful business. However, when customer support is done through an inadequate support system that utilizes several Gmail accounts to handle complicated customer questions, it might be tough to handle all the queries.
One of the leading taxation companies was in a similar situation and sought to look for a scalable ticketing solution to provide customer data to service providers without compromising on security. Keep reading to understand the other challenges and how Prismberry, with its transformative approach, solved the issue!
Annual Savings Delivered
Solutions Delivered
Satisfied Customers
Increase in Energy Efficiency
Within the complicated landscape of tax collection customer support, the organization battled with a variety of challenges entangled in its operations, including:
Complex Customer Queries
Most times, customer queries are complex, and the service providers require customer data for detailed understanding. The absence of robust security protocols made sharing the details a little insecure
Seasonal Ticket Surge
The seasonal nature of the company, especially during the last few hours of the deadline for tax filing, resulted in a whopping 1000% increase in ticket volumes. It increased the demands on the support system were aggravated beyond limits.
KPI Pressure on Customer Support Teams
Customer support teams had many performance indicators, such as ticketing closure and also meeting customer satisfaction, which amplified the need for efficiency.
Limited Team Lead Access
The team leads experienced many difficulties in managing their teams due to the constrained access to the performance and responses of those groups, an obstacle to effective oversight The team leads experienced many difficulties in managing their teams due to the constrained access to the performance and responses of those groups, an obstacle to effective oversight
Prismberry did not only match but even surpassed the expectations of the company, creating a scalable and efficient system with a modern approach. Our team of experts provided a comprehensive overhaul, addressing the company’s challenges with a state-of-the-art helpdesk system:
01. Automated Ticketing
Turned the customer support emails into useful tickets, organizing the querying process.
03. Lifecycle Management
Provided a reliable ticket lifecycle management process, giving much more visibility and control over the support operations
05. User and Team Management
Created advanced user and team management features, improving administrative oversight and coordination
07. Tight Integration
Integrated seamlessly with the client’s user access and also the customer support environment, ensuring a cohesive operational environment.
02. Round Robin Ticket Assignment
Introduced a dynamic framework, which assigned the tickets to service providers equitably and efficiently while managing the resource allocation optimally.
04. Customer-Service Provider Mapping
Developed a personalized yet very effective mapping between the customers and providers.
06. MIS and Performance Reports
Given the MIS and other performance reports, the experts at Prismberry provided a lot of helpful information for good strategic decision-making.
01. Automated Ticketing
Turned the customer support emails into useful tickets, organizing the querying process.
02. Round Robin Ticket Assignment
Introduced a dynamic framework, which assigned the tickets to service providers equitably and efficiently while managing the resource allocation optimally.
03. Lifecycle Management
Provided a reliable ticket lifecycle management process, giving much more visibility and control over the support operations
04. Customer-Service Provider Mapping
Developed a personalized yet very effective mapping between the customers and providers.
05. User and Team Management
Created advanced user and team management features, improving administrative oversight and coordination
06. MIS and Performance Reports
Given the MIS and other performance reports, the experts at Prismberry provided a lot of helpful information for good strategic decision-making.
07. Tight Integration
Integrated seamlessly with the client’s user access and also the customer support environment, ensuring a cohesive operational environment.
Results
Prismberry’s solution delivered compelling results for the taxation company:
The platform was able to handle 10,000 tickets daily and also more than 200 service providers, demonstrating increased operation capacities.
tickets/day
The incorporation of a single-command scale-up and also scale-down mechanism allowed for efficient load balancing through an optimized resource allocation
load balancing
Customer support efficiency skyrocketed by a shocking 100%, overcoming the many troubles of searching for old messages and also improving one’s contextual understanding
customer support efficiency
This multifold improvement greatly alleviated the ticket owner’s confusion, and it created a more responsive customer support environment. The effect of the platform has surpassed expectations and it changed the customer support paradigm of the company.
load balancing
