Established in 2008, Sanveer Infotech Private Limited offers end to end IT Network Infrastructure Solutions and Services on various platforms. Based in pune the organization follows a consulting-lead approach to enable enterprises leverage emerging technologies while optimizing their IT infrastructure. Some key offering of the organization includes – CCTV/Laptop/Desktop surveillance support, server support, AD configuration, AD troubleshooting, DB configuration and firewall security.
In the absence of the customer support tool, support agent at Sanveer Infotech were handling support tickets through telephony and email. However, with an average volume of 1500 tickets in a month between 4 agents, tracking the tickets via email was rather difficult. As a result, support agents were not able to –
- Offer proper response to the customers
- Win the trust of new customers
- Meet the service level agreement or SLA