A 300 per cent growth in maintenance contracts over the last twelve months has prompted Interop Technologies, the remote access and network security specialist, to double its technical support team.
To ensure service isn't compromised as the company expands, Interop has increased its of help desk licences from five to 10, and expects to double this support again over the next year. Interop uses its help desk not only for customer service, but also to track and manage customer contracts.
Support operators log customer calls onto Sunrise Professional, which automatically alerts engineers to problems by email. The engineer can cross-check details of the problem with customer history and contract status on the help desk knowledge base. This allows the engineer to respond directly to the customer with a solution, rather than questions, within the hour.
“We needed a combined system to provide service externally, and allow us to monitor the status of customer contracts at the touch of a button,” said Adrian Palmer, marketing manager at Interop Technologies. “The flexibility of Sunrise means our engineers can tie down problems to a single solution before contacting the customer, as well as demonstrating the expertise our customers demand.”
Managing customers is just as important as providing a quick response to support calls, according to Nick Payne, sales and marketing manager at Sunrise Software. “Boom companies have to grow their support as quickly as they grow their business to keep their customers happy. Integrating contract management into the help desk means front line service operators have complete customer information at their fingertips, and can keep up with contracts at a glance.”
Sunrise Software's client list includes BT, ITN, Barclays Bank, Siemens and the NHS. Over 50 new sites are added every month, ranging from single users to 100-plus users across multiple sites.