Our approach
Our recommendation was for the company to transition to a hybrid model for technical support.
Our advice involved utilising Tier 1 technical support solution while also preserving much of the on-site, in-person service for desktop support that employees had come to appreciate.
The approach would also offer the company the flexibility to respond to future business needs in an uncertain environment.
Value delivered
Adopting the hybrid model has helped position the manufacturer for future success. The company can provide state-of-the-art professional technical support services to its employees, no matter where they need to work. Now, the company has the flexibility to respond to changing demands amid ongoing uncertainty and a single point of accountability so running their technical support program is streamlined and seamless, including:
Delivering Tier 1 support to its remote employees through a responsive service centre solution, managed by an experienced provider.
Continuing offering more advanced deskside support to workers, as needed, and with the same level of quality and responsiveness that they have come to expect.
Potentially realising savings of nearly 30% by pivoting to a hybrid delivery model for technical support that offers more staffing flexibility and cost efficiency.
Get in touch
Contact Steve McGowan to discuss your unique business challenge.
