"Technical support" is a common definition of a team that promptly responds to requests from users of a product or service. Such a team helps to deal with abnormal situations and answer users' questions
To handle calls, it is important to organize a strict structure of the technical support process. A strict structure is needed to optimize the load on employees of different competence levels. A well-thought-out process will be able to provide a prompt response to a product user.
With few exceptions, without specific knowledge and experience it is difficult to organize technical support work without critical problems. Just such a situation was encountered by one of our Clients.
We were approached by a company that develops software for the B2B segment. Due to aggressive growth, the customer faced an exponential growth of calls to technical support. At the time of contacting us, he was receiving 400-500 requests every day. The technical support department was not ready for such a flow, so there were occasional delays on both simple and complex issues.
The client company began to receive a large number of negative feedbacks about the tech support, which had a negative impact on NPS. That is, our main task was to reduce the time for the Client to get a comprehensive answer to his question about the product.
At the time of the request the company was already using Bitrix24, but unfortunately their previous integrator had failed to cope with the task.
Thus, we faced an ambitious task, which consisted of the following subtasks:
As part of the pre-project research, we held a series of meetings with the technical support staff and manager. Based on the information gathered, it was concluded that the Client has the following set of problems:
From all of the above, we proposed to the Client a number of measures, which, from our point of view, were necessary for the successful and systematic work of the department:
As a part of consultations, we identified more than 15 types of requests and more than 100 kinds of requests.
For further imposition of the data from the regulatory documents on Bitrix functionality and in order to further transfer the process to Bitrix24, we proposed to impose the regulation of each kind of request on the following status model:
Consultations were held to bring into the portal employees from departments who had not used Bitrix24 before. During the meetings, we broke down how they could use B24 for daily tasks.
All of the non tech support funnel configuration work was done in parallel in order to achieve results quickly.
To implement the "Technical Support" funnel, a smart process entity was used, which allows flexible usage of all the advantages of Bitrix24.
To quickly add the kinds of requests that have not yet been regulated, a business process template with statuses was created. This template includes the task blanks, restriction on the movement of smart process by statuses without mandatory data and communication templates.
This reduced the creation and full customization of the new smart process funnel from 20 to 3-5 hours
Instructions were also prepared and the Client's employee was trained on how to independently implement these types of requests.
To ensure a low entry threshold for new employees we used our developed BPM platform for Bitrix24.
We also developed an application to record, edit and retrieve actual SLA standards from the database.
As a result, we have implemented about 50% of all the described requests, and for the rest of the requests - it was possible to transfer to the implementation of the Customer's employees.
Thanks to our analysis of the existing process and its automation, the client was able to reduce the processing time of requests to technical support to an average of 15 minutes. That, in turn, made it possible to obtain positive dynamics in the NPS indicator.
We continue to work on the implementation of functionalities for the technical support department of the Customer. In the following articles, we will tell you about automation of analytics and reporting - a new stage of work for the technical support department.
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