Tech Support Center CRM by Bhea Saving Hundreds Of Man Hours Per Week

 

PC Visor or TechLiveConnect - TLC remote Support Technicians Save Hundreds Of Hours Per Week With SugarCRM

The TechLiveConnect (TLC) advanced remote tech support center relies on SugarCRM with Customizations by Sugar partner Bhea Technologies Pte Ltd. To maintain agent efficiency as the company experiences rapid growth. TLC’s Sugar solution has delivered significant time savings across all center operations. With an average of 18,000 calls per week, phone agents save 6,000 minutes (100 hours) per week using Sugar to match partners with customers. In addition, Bhea Technologies’ integration of Sugar with a third-party payment gateway saves agents an additional 100 hours every week.

“Bhea created a customized module for our Sugar solution that on its own saves TLC agents 100 hours per week” - Siddharth Thakur, Chief Technology Officer at TechLiveConnect

Business Challenges

The TechLiveConnect (TLC) remote tech support service provides advanced, remote technology support to consumers and small businesses. Through a team of highly qualified live experts and its proprietary consumer managed service provider (CMSP) cloud platform, TLC consistently delivers satisfied consumers and channel partners.

With call center volume quickly growing from 500 to 3,000 calls per day, TLC’s remote technicians and managers often struggled when trying to match a customer with its channel partner. At times, customers were put on hold while agents searched through Excel spreadsheets to find partner information. 

TLC realized this manual process was inefficient and unsustainable at high call volumes. The company also knew that it was wasting billable agent time on customers who were delinquent. TLC wanted a system that would consistently reduce call wait time regardless of call volume, track customer payment history, and enable customer surveys on agent performance.

The Solution: SugarCRM Professional

TLC evaluated SugarCRM as well as Microsoft Dynamics. The company preferred an onsite deployment that would enable tight integration with other systems. TLC ultimately chose Sugar for its ease of integration and intuitive user interface and engaged Sugar partner Bhea Technologies to implement its solution.

To support TLC’s business, Bhea created custom modules in Sugar for every area of the call center operation, including partners, customers, leads, opportunities, service plan sales, support cases, and customer surveys. The partners module captures details of the relationship, such as authorized payment gateways, between the company, the partner, and the end customer. Each partner is assigned a unique toll free or direct inward dialing (DID) number that its customers call to reach TLC.

All calls are tracked via these numbers and assigned to the appropriate partner. Agents have access to complete information about the partner-customer relationship, including upsell opportunities and support cases. In addition, the module enables management to generate opportunity reports sorted by partner. Another module, Blacklist, identifies customers that are in default so that agents won’t waste time providing them with support.

Solution:

Sugar Professional™ access to complete information about the partner-customer relationship, including upsell opportunities and support cases. In addition, the module enables management to generate opportunity reports sorted by partner. Another module, Blacklist, identifies customers that are in default so that agents won’t waste time providing them with support.

Business Benefits

TLC’s Sugar solution has delivered significant time-savings across all TLC call center operations. With an average of 18,000 calls per week, phone agents save 6,000 minutes (100 hours) per week using Sugar to match partners with customers. Bhea’s integration of Sugar with a third-party payment gateway saves agents an additional 100 hours every week by automatically creating contact records based on a customer’s email address and linking that record to the proper partner. And, TLC’s Blacklist module saves agents 30 minutes in wasted support time for every non-paying customer on the list, which currently numbers 200.

In addition, many of the modules developed by Bhea automate certain agent functions with custom workflows. For example, when the status of a support case changes, the change triggers an email alert to the customer. This reduces the volume of follow-up phone inquiries, which average three minutes per call, and saves agents 10 hours per week managing its average weekly case load. Bhea also created more than 80 custom reports to support TLC’s management team. “With Sugar, we are a much more efficient operation and we have the information we need at our fingertips,” concludes Siddharth Thakur, Chief Technology Officer, TechLiveConnect. “Now we have a platform that can scale to accommodate our rapid growth.”

Sugar Partner Bhea Technologies Pte Ltd. Creates Custom Modules for Dramatically Increased Efficiency

About TechLiveConnect

Founded in 2009, HQ in Singapore with locations in Gurgaon and San Diego CA, TechLiveConnect (TLC) provides advanced, remote technology support to consumers and small businesses. Through a team of highly qualified live experts and its proprietary Consumer Managed Services Platform (CMSP) cloud platform, TLC excels at delighting its customers. TCL team has the rich experience of 9 years in delivering digital support solutions and has serviced more than 200,000 customers.

Website: www.techliveconnect.com

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