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CASE STUDY

Help Desk Services for a Global Professional Organization

Client
:
Global Professional Organization
Location
:
Worldwide
Services Provided
:
24x7x365 Offshore Technical Support
Duration
:
Ongoing since 2020
Office workers with headsets on talking on the phone while looking at computers

Background

The client is a renowned global professional organization dedicated to advancing excellence in various professional fields. Serving millions of professionals, including hundreds of thousands of members across numerous countries and territories, the organization faces significant challenges in managing the diverse needs of its worldwide member base.

Challenges

Volume Management
The Client Services team needs to manage an unpredictable volume of support requests, which can vary drastically from day to day.
Modern User Expectations
The organization's members prefer quick, modern communication methods, such as texting, rather than traditional phone calls, adding another layer of complexity to their support needs.
Service Quality
Ensuring consistent, high-quality technical support across different time zones and during peak times is critical for maintaining member satisfaction.

Implementation

JVR Consulting tackled these challenges through a phased approach:
1. Assessment and Planning:
  • Conducted a detailed assessment of the client’s existing procurement process and identified key pain points.
  • Developed a strategic plan to transition from international to local sourcing, ensuring cost-effectiveness and timely delivery.
2. Setup and Integration
  • Integrated the new support system with the client's existing IT infrastructure to ensure a seamless transition.
  • Trained support agents to handle a wide range of technical issues and provide high-quality support through multiple channels.
3. Support and Maintenance
  • Offered general help desk assistance for users and deeper support for intricate issues through Email, Call, or Chat.
  • Utilized contextual information to anticipate common issues and streamline the support process.
  • Provided Remote Desktop support to resolve hardware and software issues efficiently.

Solution

JVR Consulting implemented a robust 24x7x365 Offshore Technical Support solution for the client. This service provides seamless connectivity to technical support through various
channels, including Email, Call, and Chat. Our support agents are equipped with contextual information that offers insight into potential issues before the session starts, saving time and effort for both the agents and the users. They can take control of the user's device, send files and documents, and resolve hardware and software issues via Remote Desktop support.

Results

Since 2020, the client has leveraged JVR Consulting’s 24x7x365 Offshore Technical Support as their primary support solution. This partnership has ensured high-quality service and the ability to easily scale with the client's needs. Company executives now have peace of mind that their IT is always functioning, eliminating daily interruptions to their schedules.

Conclusion

This case study demonstrates JVR Consulting’s ability to deliver continuous and scalable technical support tailored to the unique needs of global professional organizations. By ensuring reliable and high-quality IT support, JVR Consulting has helped the client maintain uninterrupted operations and high member satisfaction. If your organization requires dependable IT support, contact us to learn more about our services and schedule a consultation. Schedule a no-obligation consultation.
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