Hotline：400-612-6010
CasesCustomer Profile: This company is the leading communication software and service provider, one of the global top 500 companies, the leading electrical and automatic products manufacturer. Their technologies can help clients in electrical, public services, and industrial to improve their achievement, and lower the negative impact to the environment we live. It is running business in more than one hundred countries globally, with 124,000 employees and annual revenue of 32 billion USD in 2010.
This company has a wide range of production line, including the full series of power transformer, distribution transformer, high/medium/low voltage control distribution system, AC/DC transmission and distribution system, electrical automation system, measurement device, sensor, real-time controller & optimizer, robotics HW/SW and simulation system, high energy saving motor and transmission system, power quality, conversion and synchronization system, and fuse & switch equipment for protecting power system. All these products have been widely utilized in industrial, trading, electrical and public services.
In 1994, this company moved its China Head Quarter to Beijing. Up to now it has 16,300 employees in China, based in 80 different cities at more than 30 branches or joint venture companies. In 2010, it achieved its sales revenue of 4.4 billion USD in China, continuously maintained the leadership of China being the largest market in its global business.
Faced Challenges of
√Too much resource occupied by call centers
√Service request process delay
√Low problem resolution rate
√ Lack of technician resource
Service Mode
√ Call Center Support Service
√ System Maintenance Service
√ Software Installation and Maintenance Service
√ System Routine Inspection Service
√ Information Security Inspection Service
√Office IT Equipment Support Service
√ Network Management Service
√ Device Repair Service
√ Domestic Branch Routine Check Service
Value Added to Customers
Novots helped the customer to convert IT service mode from distributed Management to centralized management which is the more efficient and advanced. A centralized call center in Xiamen was established for this customer. Novots built up the project team and finished the training for service personnel in 6 weeks. After 1 month service transition period, the call center service was launched. All SLA indicators were reached the targets in 1 month. Now the call center is the only contact point between end users and the internal IT department, serving more than 11,000 end users in China area. More than 700 cases are solved each day. The resolution rate in first line is more than 85%.
Customer Feedback:
Every month I review call center performance, it's impressive, especially when I saw your progress. It's a good team work! -IT Manager (Edit：ly) |
