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Overview:

A leading manufacturer of access points and concentrators was growing sales rapidly with a limited staff of engineers. End-user technical support was delivered by the internal engineering organization. Releases of new products were slipping. Many of the calls were repetitious set up and end-user "How to" questions. The manufacturer selected Inforonics to provide Tier 1 support, initially during off-hours, weekends and holidays. Detailed scripts were developed that allowed Inforonics Technical Support Representatives to open support tickets, properly determine the issue the end user was having, triage the problem and either close the case or escalate to the manufacturer's Tier 2 support organization.

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Format:HTML
Date:Jan 2009

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