Case study · Technical support team

More than 100 support calls a day, now recorded and owned

A tracking system in which incoming and outgoing calls on the support team's company phones are matched to customers automatically, a short note is taken after each call, and unreturned calls are listed at the end of the day.

Before

The team handled 100+ phone calls a day on average. Nobody knew which customer had spoken to whom, or who had answered which call.

A customer calling again had to explain everything from scratch; what had been promised in the previous call was not recorded.

Missed calls and calls that needed a callback were lost on personal phones and only noticed when the customer complained.

What we built

Automatic call logIncoming, outgoing and missed calls on support staff's company phones land in Spoud; the number is matched to the customer record automatically.

Note after the callWhen a call ends a short note screen opens; the topic and any promise made are written to the customer's history.

Unreturned callsMissed calls that were not returned go to the person responsible during the day and to the manager as a list at the end of the day.

Team visibilityThe manager sees call counts and durations per person and call history per customer in the panel.

After

Which customer spoke to whom, when and about what is on one screen; a customer calling again does not start from scratch.

No call is left unreturned; every call has an owner. In the end-of-period satisfaction survey, the share of positive answers rose from 35% to 65%.

Facing a similar problem?

Tell us how you work today; in the first call we will say plainly what can change and what you do not need.

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