A global aerospace manufacturer saves its seasoned support team over 800 hours per month by providing tier-one critical operations support.
SITUATION
Our client has over 75 different applications that they own and support for end users of all sizes. Their current support team was set up to offer higher level (Tier 2/Tier 3) support and troubleshooting, but they were getting held up with a high volume of Tier 1 issues. The client was looking to free up the existing, seasoned support team to allow them to re-organize and offer more streamlined, dedicated support to high-priority customers across general, business, military, and commercial aviation marketplaces. Apex proposed a purchase services team to handle the most common, high-priority Tier 1 issues and quick escalations.
Resolved over 5,000 cases and 800+ hours in time savings monthly
Apex deployed a team of 16 resources including a manager, two team leads, and 13 Tier 1 agents to provide 24x7 support. We phased in our approach with one month for onboarding, one month of client-led (train the trainer) training and mock calls with our initial team, and two months of parallel operations where calls were answered alongside the existing team. Following successful training operations, we took over a 16x7 schedule for nine months, before taking on 24x7 operations and the full Tier 1 caseload for the remainder of the engagement and beyond.
RESULTS
Apex has helped the client free up their team from 5000 cases per month that average 5-10 minutes each, totaling over 800 hours of time for their existing team to focus on higher-level support and application feature enhancement. Our team has also provided a lower-cost option to their existing structure by providing resources who work remotely around the clock. We have SLAs around average response times, maximum response times, resolution, and escalation. We also implemented a monthly QA audit with a paid incentive for achieving over 90%.
This effort is extremely successful in our client’s eyes. In just a year of our team being engaged, they have been able to do a complete re-organization of their support teams and have focused more on proactive client support, resulting in higher sales. Our team has exceeded quality expectations every month since inception and has taken on three additional product lines for Tier 1 support. We are in discussion to expand operations into full one-number support for all client applications, doubling our existing call volume. The set up has been so successful that we are also looking to duplicate this structure across different skill areas and teams.
