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Video and Audio Conference Equipment Manufacturer Case Study
Challenge
To drive further process efficiencies and cost savings, a world leader in video and audio conference products decided to consolidate their customer service and technical support centers for their collaborative communication products. Their distributed environment required a single service provider to interface with customers for returns management, customer service and satisfaction, onsite repair, remote technical support, and special projects. In addition, the tools, technology and teams currently in place needed to integrate with the new provider for seamless communication and processing. Key requirements included visibility of service activity from start to finish, which includes multiple touch points and funneling all transactions through a comprehensive service desk while also providing bilingual support.
"DecisionOne interfaces well with our services, infrastructure and management team and is flexible and instrumental in helping us stay connected with our customers."
-Video and Audio Conference Equipment Manufacturer