Improving The Call Center Experience at a Cloud Computing Tech Giant

The Problem

Internal processes often start out simple and efficient, but as a business grows, processes inevitably become muddied. What was once simple, fast and agile can over time become slow and bogged down with additions. A leading software company ran into this exact issue when its internal IT support team experienced rapid growth in the employee call support center workload. The team didn't have the time or the tools to identify and assess pain points and wasn’t sure how to prioritize efforts to streamline operations. Propeller was asked to reduce the rate at which call volume was outpacing employee growth by revealing the drivers behind increasing call volumes and developing solutions to reduce call volume and the rate of growth.

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The Approach

Propeller's goal was to identify the root causes of the increased call volume and reduce the complexity of the support environment. The team analyzed the current process, assessed how individuals currently operated and analyzed large amounts of existing data. The assessment precisely pinpointed inefficiencies and fueled recommendations to automate and standardize software, increase employee education and improve new hire processes.

Services Provided

  • STRATEGIC PLANNING & EXECUTION
  • CUSTOMER SERVICE OPERATIONS 
  • KNOWLEDGE MANAGEMENT
  • PROCESS REENGINEERING & IMPROVEMENT

Value Delivered

The optimized process reduced the client’s customer support case volume by 33 percent.

Increased

Customer Satisfaction
& Knowledge

33%

Reduction in customer
support cases