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About the Customer

This long-time 4th Source customer is an organization that creates, manages and supports loyalty and CRM programs for globally recognized brands.

If you’ve ever been a part of a hotel points system, a fuel rewards club, or any store loyalty program – chances are this is the company that manages the thousands of benefits and millions of points behind the scenes.

Challenges

After-hours support was a crucial component of customer service. As a loyalty management organization, they represented many of the largest brand names in the world.

Offshoring support was not an option. The organization required a team that was technically capable, culturally savvy, and able to independently manage support issues. They wanted to balance cost-effective resources with increased productivity.

The organization looked for:

  • Communication excellence
  • An increase in First Call Resolution (FCR)
  • Increased productivity from help desk staff
  • A reduced number of escalated calls
  • A competitive rate

Taking a Digital Strong Approach

4th Source assembled a team to improve after-hours support, understand underlying support issues, and provide faster resolution.

Commissioned to provide after-hours support during evenings, weekends and holidays, 4th Source managed Tier 1 and Tier 2 support calls from the organization’s top clients. 4th Source monitored critical jobs and processes, providing daily dashboards to key personnel in the organization.

The 4th Source team adhered to all incident management and change management processes, and provided remote IT after-hours support via a managed services delivery approach.

Deliverables

  • Tier 1 Support: Initial resolution support leveraging client's existing knowledge base
  • Tier 2 Support: Secondary resolution support of identified cases
  • Inbound support ticket management

Technology Used

  • Track-It! Support/Ticketing
  • LoyaltyWare
  • Microsoft Office

The Support Team Earns a More Permanent Role

As a result of excellent after-hours support work, 4th Source enabled this customer to decrease the number of escalated calls received while increasing the productivity of its help desk staff, reducing overall costs. The loyalty program organization was so satisfied with 4th Source’s after-hours solution that they allocated additional responsibilities to the support team. 4th Source has since been called on for numerous projects as a strategic partner.

Does your outsourced support team actually support your business initiatives? It’s time to take a digital strong approach with a team that combines service excellence with technical expertise. Learn more about 4th Source Service Desk offerings here.

 

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