IT training company improves customer satisfaction.
A global leader in technology and professional training offers more than 3,000 courses for the ever-changing needs of IT organizations. The company relies heavily on Salesforce as a critical enterprise business application with the sales team using it as a customer relationship management application for tracking potential and incoming business sales opportunities, select marketing functions, and lead generation.
The company wanted to find a creative but cost-effective solution to improve overall support and resolution times for its Salesforce platform with the larger goal of increasing customer satisfaction. It also wanted to reduce the support costs for the software and increase the number of tickets resolved within two business days.
The company reached out to CAI for a solution. CAI was engaged for a six-month pilot, with an anticipated closure rate of 80 percent of tickets within 90 days. Right away, CAI created a team of onshore resources dedicated to technical support, including a team leader who served as the main point of contact for the company. Because the CAI team was successful in reaching the target within 60 days, the team was asked to take on the additional scope and doubled in size to provide platform development in an onshore/offshore model.
CAI now has a team of three full-time offshore associates performing both support and platform development. The CAI team has decreased overall resolution times, provided significant cost savings and helped increase user satisfaction. The company now resolves more than 80 percent of tickets related to Salesforce within two business days at half its prior Salesforce support spend.
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