Enhancing Customer Support
A case study on improving customer support through technology.
Industry
Category 1
Category 2
Sites
8 locations
Duration
18-month monitoring period
The Problem They Faced
Customer Support Issues
Our client, a software company, was receiving negative feedback regarding their customer support services. Long response times and unresolved issues were leading to customer dissatisfaction. The existing support system was outdated and inefficient.
What We Implemented
Technology Integration
We implemented a new customer relationship management (CRM) system that integrated AI-driven chatbots for initial inquiries. This allowed human agents to focus on more complex issues. As a result, response times improved by 50%, and customer satisfaction ratings increased significantly.
The Numbers Tell The Story
Before Our System
73%
documentation rate
After Implementation
2-3
documentation rate
Before Our System
12-18
days average
After Implementation
2-3
hours average
Before Our System
8-12
per month
After Implementation
1-2
per month
Before Our System
4-5
per week
After Implementation
2
per week
Before Our System
6 hours
per report
After Implementation
45 minutes
per report
Visual Impact
Over 18 months, the system captured 890,000+ hours of footage and 45,000+ team documentation captures. Every safety briefing. Every delivery. Every procedure. All documented and accessible.
Piksort keeps my team aligned and informed by centralizing all photos in one hub. With real-time updates and actionable insights, it streamlines communication, eliminates guesswork, and ensures proactive decision-making. Piksort keeps my team aligned and informed by centralizing all photos in one hub. With real-time updates and actionable insights, it streamlines communication, eliminates guesswork, and ensures proactive decision-making. Piksort keeps my team aligned and informed by centralizing all photos in one hub. With real-time updates and actionable insights, it streamlines communication, eliminates guesswork, and ensures proactive decision-making.
Lucio Tirone Copy 2
Deputy Senior Project Manager at SKA Observatory
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Enhancing Customer Support
A case study on improving customer support through technology.
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