[Case Study on the Introduction of Product/System Help Desk] Manufacturing and Sales Industry
A case where we were able to provide careful support even to customers who are not familiar with computers or smartphones!
We would like to introduce a case study on the implementation of a "Product/System Help Desk" for our customer companies in the manufacturing and sales industry. This company had been requesting support for product implementation and troubleshooting from their sales representatives, serving as a point of contact for general customers, stakeholders from user organizations, and secondary support for the call center. By outsourcing system support with specialized knowledge, the response to general customers and user organizations has been streamlined. [Case Overview] ■ Background of Implementation - Support for product implementation and troubleshooting has been requested from sales representatives. ■ Effects of Implementation - The call center can now separate inquiries, allowing sales to focus on their core business. *For more details, please download the PDF or feel free to contact us.
basic information
【Help Desk Overview】 ■ Structure: Dedicated operators from our company ■ Hours: Weekdays 9:00 AM - 8:00 PM ■ Number of cases handled: 100 cases/month ■ Support targets: Operation and troubleshooting of in-house developed applications, system migration, on-site support ■ Tasks - Reception (Issuing inquiry numbers and confirming inquiry details) - First-level support (Responding based on operational manuals, FAQs, manuals, business lectures, etc.) - Second-level support (Assisting inquiries that cannot be resolved by the call center) - Escalation support (Escalating to relevant departments and personnel) - Incident management (Managing inquiries from open to close) - Reporting (Daily and monthly reports on help desk activities) *For more details, please download the PDF or feel free to contact us.
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For more details, please download the PDF or feel free to contact us.
