Higher Customer Satisfaction & Better Staff Productivity – It's TechFirst!

At one large area business, help desk calls were consuming valuable staff time, which delayed important projects and caused project cost over-runs. End users were not happy because they rarely spoke to a “live” person, and usually had to leave a voice mail message describing the problem. Employee frustration increased and productivity decreased.

TechFirst was called in to address both problems. A "first-level" support team was engaged to provide more responsive service to end users and to free up technical staff to re-invest their time on important development projects.

The End Result...

As a result of the change,

• user calls actually increased once people learned they would actually talk to someone on the first call.
• customer satisfaction increased
• technical staff members were better able to plan their days and be more productive
• project development costs decreased and delivery time improved