Telecoms

What People Say About SymVolli

"...back-to-back...SLAs where we are having to deal with third party suppliers"

Key Issues Addressed:

Sales

Logging of all sales projects that are currently being worked on including via the partner channel

Support

The ability to channel clients back to the partner channel where support is via the partner
Managing all support cases especially where back to back SLAs are involved
Measuring of response times so that processes can be improved
Building of knowledgebase so that clients can help themselves

The Company

They manufacture the hardware that forms part of their telephone recording solutions. They estimate that their equipment is used to record over two millions calls per day.

The Challenge

To have fully integrated support service that includes third parties and to have total transparency as to the support activities undertaken by each party in resolving customer issues.

The Solution

SymVolli’s ability to employ multiple processes when dealing with a support issue and also have the ability to measure the time taken by each of the parties in carrying out their responsibilities, is fundamental in having to meet critical deadlines..

“SymVolli will help us with back-to-back SLAs where we are having to deal with third party suppliers to help us provide the best service to our clients.”

Managing Director - Telecoms Company

Testimonials

"We now have a system that logs customer calls, book appointments, and a price book that holds the products the system design specification is built from. We had around 20 template documents, now half a dozen. Benefits, the time saving in producing the customer ‘package’ (around 3 hours plus, now 20 minutes from start to finish for a large complex job) plus we have a central database of products and a flexible system that can grow & adapt."

Neil Jones, Frontline Automation
"Prior to using the system, our sales planning and forecasting was somewhat subjective with sales people creating a pipeline based upon their personal opinion. Using the system has ensured that all opportunities were qualified and quantified against a specific set of criteria that immediately changed the perception of the sales team. Accountability became the norm and within three months an improvement of 15% in predictability was apparent."

General Manager, Security Products Manufacturer
"SymVolli has helped us to be proactive in the delivery of IT support services to our clients as well as being able to produce management reports whenever they are required in an instant - instead of taking on average one and half hours at the end of week. A discipline has also been instilled into our operation, due to the simple fact that everybody is using a standard best practice help desk process that meets our needs."

Anne Stokes, Managing Director, Streamwire