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Sanveer Infotech

Introduction

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.

Challenges

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

INDUSTRY
Network Infrastructure
LOCATION
India

“Thanks to Faveo helpdesk, our agents were able to respond to customer query in a quick turnaround time. This was particularly beneficial for building our trust with new customers. Our old customers are also happy as they are able to get prompt response from our support agents.”
Tushar MantriTushar Mantri, Promotor & Director Sanveer Infotech Pvt. Ltd.

Customer story with Faveo

Faveo Support

With 35 projects going on simultaneously, the customer support agents were receiving large volume of tickets everyday. With an average of 50 tickets in a day tracking, checking the status and closing the ticket is essential for smooth customer service. With Faveo automated Helpdesk system, the agents and admin can do-

  • SLA Management
  • Ticket Management
  • Ticket Priority Management
  • Auto Reply
  • Generate Customized or Canned Response
  • Merge Tickets
  • Define Ticket Workflow
  • Generate reporting and analytics

Achieve Results

Expecting an increase in the ticket volume in the coming months, Sanveer Infotech was able to achieve

50% reduction in average ticket handling time50%
90% Improvement in customer satisfaction90%
60% improvement in agent efficiency60%
Made new customer acquisition easy100%

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