Case Study: SVOA

Delivers consistent SLAs and extends to mobile

SVOA Public Company Limited imports and distributes various computer and related peripheral products as well as office automation equipment. The company also provides IT consulting services and End-To-End IT solutions including ATM Solutions and etc. Dealing with 30,000 total support cases per year and they have SLA commitments with customers, SVOA places an extremely high priority to improve customer support.

Challenges

  • Traditional processes for selecting an engineer for a service call—and then supporting that engineer with appropriate information—were roadblocks to customer service excellence.
  • Assignment and operation between call center and engineer was done via phone.
  • An SLA on a ticket based on the SLA commitments with customers.

Solutions

  • Witly implemented customer support application to transition from tier‑based to location‑based. All skill levels required to resolve a case are identified during case creation and assignment, so the right people are handling the right cases. Now both customers and service engineers have fast, easy access to issue‑specific information.

Benefits

  • Improved the speed, efficiency, and quality of customer service while reducing the case load on internal support staff.
  • Quickly assigned engineers using mobile application and notified SLA status.
  • Improved the speed of closing tickets 3x faster.
  • Streamlined case routing and reporting via process automation.

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