Help Desk and Business Process Outsourcing – Commercial

Aug 2, 2019

The Client

The client is a New York Stock Exchange (NYSE) listed publicly traded software analytics company headquartered in San Francisco, California. The client’s technology, delivered in a software as a service (SaaS) model, monitors web and mobile applications in real-time that run in the cloud, on-premises, or hybrid environments.

The Problem/Challenge

The Client needed to augment their sales and support staff with resources from a business process outsourcing (BPO) partner. The resources were needed to answer web-generated inbound sales and support requests from their existing and potential customers. Even with a global sales and support team, the Client had a period from 5 p.m. to 12 a.m. headquarters time, where they had no internal coverage for such requests. Every day, they had to start the day by responding to the messages missed during this window and at the same time take care of the new customer requests in real-time. This reduced the Client’s ability to close business, as customer expectations of real-time interactions were hampered by ever-present waiting requests for product pricing, features, subscription plans, and product performance, among other things

Also Read: Help Desk USPTO


The iQuasar Solution

iQuasar identified the required BPO personnel from the available pool of off-shore resources and engaged them with the Client to fill the Customer Support timing gap. These resources were able to work during the hours when the Client’s headquarters team in the US and team in the European Union were not at work. The BPO resources were trained on the Client’s products, features, pricing, and tools used to communicate with the Client’s customers for support. A daily reporting framework was put in place to pass on the status of tickets or to hand off any in-progress work. A weekly framework allowed the Client to look at the performance of the resources against the stated customer experience objectives. iQuasar BPO personnel provided live chat support to the Client’s existing and potential customers about products and services. In addition, our team updated the Client’s Customer Relationship Management (CRM) tool and other data repositories.

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How this solution proved beneficial for the client:

The Client achieved the following benefits as a result of engaging iQuasar as a BPO solution provider:

  • The Client was able to fill a gap in its web-based and online support for existing and potential customers and was able to position itself as a company with 24×7 support.
  • With the gap in support filled by the iQuasar BPO team, the Client achieved real-time engagement with its existing and potential customers, results in a better experience and more business closed.
  • All data updates to the Client’s CRM and other data management tools happened in real-time, resulting in better information for the Client’s Sales and Business Development team to close additional business.


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