Comprehensive Tier 1 Technical Support

Suma Soft Provided Comprehensive Tier 1 Technical Support to the Premium Supply Chain Solution Provider in the USA

Client’s Background

The client is widely recognized as the premier supply chain solution provider for importers and exporters across North America. They offer a full suite of synergistic logistics solutions across major global pockets such as the USA, China, and Canada.

Project Requirements

The client had issues handling the immense volume of calls. Hence, they were looking for an experienced technical support provider to handle tier-1 technical support and ensure that only the calls that needed additional support should be routed to their in-house tier-2 team.

Unfortunately, the client’s previous IT help desk outsourcing partner couldn’t keep up with its rapid growth, providing shoddy service from a low-tier location in America.

That created some challenges, including:

Solution

Being a leading technical support service provider, we handpicked a small team of agents with sound technical expertise and trained them extensively to handle tier 1 technical issues.

Our technical support team also followed up on outstanding requests and ensured timely resolution.

Moreover, they performed the following duties:

Outcome

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