MULTILINGUAL SERVICE DESK
Spring Mobile Solutions
Project
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SERVICES PROVIDED
Challenge
Spring Mobile Solutions delivers automation solution for Sales, Merchandising, Delivery, Payment and customer interaction for such clients as Coca Cola, Unilever and others. The Customer asked GDC Services to provide multilingual 24x7 support in English, Italian, French, Russian. High priority tickets should be resolved in less than 8 hours, moderate priority tickets - within 24 hours, requests received by email - within 1 hour.
Customer also wanted to reduce workload on 2nd line moving services to 1st line as much as possible.
Solution
- Cost effective service based on shared team
- Strong people training processes
- Bi-lingual agents involved
- Support services are arranged according to ITIL best practices
- Collaboration with customer’s development team in Brazil set up
Results
- Average Customer Satisfaction is raised by 8.7
- Average Calls Reaction Rate is 97% in 30 sec
- Average First Time Fix is 90%
- Reduced workload on 2nd line for further business expansion with reduced costs
