Anonymous Canadian Technical Client Case Study
STAFFVIRTUAL Anonymous Canadian Technical Client
An anonymous Canadian tech firm enjoyed a 59% overall reduction in hiring cost and a 0% attrition rate by working with STAFFVIRTUAL.
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57%
Reduction Costs in Hiring An Account Coordinator
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69%
Cost Reduction for System Administrator Roles
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64%
Cost Savings for Tech Support Roles
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59%
Overall Reduction in Hiring Cost
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97%
Outstanding Employee Show Rate
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0%
Zero Employee Attrition Rate
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Client:
Anonymous
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Industry:
Bio:
An anonymous Canadian company crafted its legacy by providing end-to-end IT solutions for small and midsize clients. It built a diverse global client base, spanning sectors such as education, finance, and manufacturing. Services offered currently include managed IT services, disaster recovery services, private cloud hosting, and custom software development.
Project Summary
A leading Canadian IT provider partnered with STAFFVIRTUAL to bring advanced IT solutions to small and midsize companies more efficiently. After this scope was fulfilled, the team provided expert-level customer service support and workflow management; enhancing client outcomes. This initiative elevated the company to its current position of the best outsourced IT service in the Greater Toronto area.
The Challenge
The client’s goal was to reduce complexity around workflow and IT task resolution without compromising on customer experience or driving up cost.
Managing Escalation Tasks
The client had trouble handling urgent escalation tasks efficiently, prolonging downtime. This problem required a new, innovative process that prioritized and resolved critical issues quickly.
Designing Workflow Solutions
The client’s prior workflow was unable to fully resolve issues, leading to compromised client experiences and longer-than-average wait times per case.
Troubleshooting Diverse Issues in Remote Desktop Environments and in Virtual Servers
While the client had a robust staff, they weren’t knowledgeable in certain areas of IT — such as remote desktop troubleshooting and virtual server maintenance. This limited the client’s ability to extend a full range of services to their clients.
How We Helped This Anonymous Canadian Tech Company
Outsourced Customer Service Support
STAFFVIRTUAL partnered with this Canadian tech company to build a fully outsourced customer service team. We provided skilled professionals to handle customer inquiries, offer technical assistance, and ensure a seamless support experience. By outsourcing these services, the company could maintain high service levels while significantly reducing their internal workload and costs.
Expert Workflow Design and Execution
STAFFVIRTUAL collaborated closely with the client to develop and execute optimized workflows across their customer service operations. By streamlining processes such as ticket management, resolution tracking, and customer communication, STAFFVIRTUAL improved efficiency and improved response times, resulting in higher customer satisfaction.
Coordinated IT Troubleshooting Support
In addition to customer service, STAFFVIRTUAL provided coordinated IT troubleshooting support. Our team addressed technical issues in real-time, ensuring that customer problems were resolved quickly and effectively. This proactive approach minimized downtime and improved the overall customer experience.
Escalation Support
To ensure that complex issues were handled appropriately, STAFFVIRTUAL implemented a robust escalation process. Our team worked closely with the company to develop clear protocols for escalating tickets, allowing for timely resolutions of even the most challenging problems. This added layer of support ensured that customers received the attention they needed, no matter the complexity of the issue.
What We Achieved for This Anonymous Canadian Tech Client
64% Cost Reduction for Tech Support Roles
We enhanced the firm’s IT services through strategic hiring and team completion; and enabled them to provide 24/7 support to their clients. These changes contributed to major cost reduction and a better end experience for the firm’s clientele.
69% Savings in System Administrator Expenses
STAFFVIRTUAL’s efforts reduced costs associated with system administrators, enabling the allocation to go toward other necessary parts of the business.
85% Reduction in Customer Service Costs
Strategic improvements led to a significant decrease in expenses associated with customer support operations.
0% Employee Attrition Rate
Flawless employee retention showcases STAFFVIRTUAL’s success in providing experts who are prepared to thrive in long-term engagements. This directly impacted the quality and continuity of service that the firm’s clients were able to experience as a result.
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