It is a US diesel engine manufacturer, a Fortune 500 company, with more than 500 sales branches and 5200 dealers around 190 countries and areas globally. It had established several joint venture factories in China. Their IT bills the joint venture factories as same as the rate they apply internationally, so the factories require high-quality IT support service, sometimes even rigorous.

 

√End users’ high expectation to IT

√ Current one time resolution rate of service desk not good enough

√ A large number of end users

√ High English skill level required

 

√ Improved information management, assured Knowledge Management System update

√ Facilitated the follow-up of service data search and analysis

√ Enhanced the cooperation between the other teams

√ Improved internal end users’ IT knowledge training

 

√ Call Center Support Service

√ Call Center Management Service

√ Knowledge Base Management Service

√ On-site Desktop Support Service

√ Telephony and Network System Maintenance Service

√ Technical Training Service

√Industrial Personal Computer Maintenance and Support Service

 

Novots took over this company’s IT Support Call Centers in Great China and East Asia, provided hotline support service to its end users in China, improved the one time resolution rate more by using the method as remote desktop connection and so on.

 

Its call connection rate of call center was lower than normal for several times in 2009. Novots analyzed this issue in details then advised the customer a total solution from system environment to process management, The solution effectively improved the call connection rate of call center, shortened end users’ call waiting time period.

 

Novots provided comprehensive IT support services for more than 3,500 end users of this company, from 7 x 24 IT hotline service to desktop support, and industrial personal computer on production lines. Novots contributed the best efforts to guarantee the normal business operation of the customer, reached the magnificent target of the resolution rate in first line > 70%, the call response time < 25 seconds, the average phone conversation time < 5 minutes, and customer satisfaction rate > 98%.