TechLiveConnect Remote Support Technicians Save Hundreds Of Hours Per Week With SugarCRM
Custom Modules by Sugar Partner Bhea Technologies Dramatically Increase Efficiency
SugarCRM, the market-leading customer relationship management (CRM) company that enables enterprise-wide customer engagement, today announced that TechLiveConnect (TLC), a provider of advanced IT support services for consumers and small office/home office (SOHO) users, turned to SugarCRM and October Partner of the Month Bhea Technologies Pte Ltd to streamline agent efficiency as TLC experienced rapid growth. As a result of its implementation, TLC achieved significant time savings across all call center operations. With an average of 18,000 calls per week, phone agents save 6,000 minutes (100 hours) per week using SugarCRM to match partners with customers. In addition, Bhea Technologies integration of SugarCRM with a third-party payment gateway saves agents an additional 100 hours every week.
The TLC tech support service delivers advanced, remote technology support through a team of highly qualified live experts and its proprietary consumer managed service provider (CMSP) cloud platform. TLC supports customers directly as well as channel partners that resell its services.
With call center volume quickly growing from 500 to 3,000 calls per day, TLC’s remote technicians and managers often struggled trying to match a customer with its channel partner. At times, customers were put on hold while agents searched through Excel spreadsheets for partner information. 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.
TLC evaluated SugarCRM and Microsoft Dynamics, ultimately choosing SugarCRM for its ease of integration and intuitive user interface. The company 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 to support partners, customers, leads, opportunities, service plan sales, support cases, and customer surveys.
“With Sugar, we have a much more efficient operation, and we have the information we need at our fingertips,” notes Siddharth Thakur, Chief Technology Officer, TechLiveConnect. “Now we have a platform that can scale to accommodate our rapid growth.”
Now, TLC agents have access to complete information about the partner-customer relationship, including upsell opportunities and support cases. A “blacklist” module identifies customers that are in default so that agents don’t waste time supporting them. In addition, Bhea’s SugarCRM solution enabled TLC to:
- Save 100 hours per week matching partners with customers
- Recapture 100 hours per week via integration with third-party payment gateway
- Recover 10 hours per week managing service cases
- Automate agent functions with custom workflows
- Reduce the volume of follow-up phone inquiries
“With TLC’s explosive growth, our goal was to support its agents with a system that saved them time,” says Indraneel Fuke, Director for Bhea Technologies. “Every custom module had that as its primary objective. Time was the precious commodity.”
“Bhea’s SugarCRM solution for TLC has delivered impressive, measurable efficiency gains across TLC’s operations,” remarks Clint Oram, chief technology officer and co-founder of SugarCRM. “In turn, improved efficiency via Sugar has enabled TLC to effectively manage a complex business model while sustaining rapid growth.”
Based on Bhea Technologies implementation of SugarCRM at TLC, Bhea won Partner of the Month for October 2012. SugarCRM’s Partner of the Month program recognizes Sugar partners around the globe that have delivered significant measurable results to a customer.
For more information on TechLiveConnect, please visit the case study.
With locations in Gurgaon, San Diego, CA and Singapore, 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 rich experience of 9 years in delivering digital support solutions and has serviced more than 200,000 customers.
Bhea Technologies Pte Ltd
Founded in 2004, Bhea Technologies Pte Ltd is a fast growing software company with a customer base of 150+. Bhea has a track record of numerous, successful CRM implementations across multiple industries in Asia Pacific and is an award winning SugarCRM Gold Partner. Bhea is a leading industry expert in open source technologies Linux, Apache, MySQL, PHP, Asterisk, Drupal, Joomla, Magento, etc. and is a trusted business partner with a long customer satisfaction history.
SugarCRM democratizes customer engagement, empowering every professional who interacts with the customer to excel at their job. SugarCRM’s market leading open Customer Relationship Management (CRM) platform delivers the agility, flexibility, and security required to equip each customer facing professional with the relevant information and tools they need to effectively collaborate and engage with their customer, both within and beyond the enterprise. SugarCRM applications have been downloaded more than 11 million times and currently help over 1,000,000 end users across disciplines effectively engage their customers. Over 7,000 organizations have chosen SugarCRM's On-Site and Cloud Computing services over proprietary alternatives. SugarCRM has been recognized for its customer success and product innovation by CRM Magazine, InfoWorld and Customer Interaction Solutions.