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
Tushar 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