Commercial Field Metrics

When customer service needs some serious service

The Problem

Our client, a global technology, software, and services company, maintains a service desk to provide support and data for their field sales teams, but the desk was not meeting SLAs, had a growing backlog of more than 100 tickets, and customer satisfaction was low.

The Solution

Gain immediate control of the customer experience, eliminate backlog, and meet SLAs

High quality service long-term using their own team of analysts.

The Blueprint Consulting solution consisted of a two-phased approach: (1) gain immediate control of the customer experience, eliminate backlog, and meet SLAs; and (2) enable the client to achieve and maintain high quality service long-term using their own team of analysts. The Blueprint team of experienced data and support experts conducted an in-depth assessment of the service quality issues and identified the essential requirements for improvement. These included the development of detailed operational processes and guidelines; developing and conducting in depth training on the tools, reports, data, and processes; tracking and reporting metrics such as support volume, SLA achievement, initial response time, and resolution time; and a management structure for planning and accountability.

The Results

Restructuring of the service desk resulted in meeting targets for customer satisfaction and SLAs, and the backlog of tickets was eliminated in three weeks. All SOP’s are documented and actively managed by a new management structure. Response time went from 24 hours to one hour. Customer Satisfaction improved from 85% to 100%. And the time to onboard a new analyst decreased from three months to three weeks.

The client is now positioned to provide and maintain high quality service using their own team of analysts through rapid training and onboarding, standard operating procedures, and management oversight.

24 hr → 1 hr
Response time

85% → 100%
Customer Satisfaction

3 mo → 3 wk
New analyst on-boarding time