IT Support Company Reaps the Rewards
TECHXEL LIMITED:
CLIENT PROFILE
Techxel was established in 2004 to provide a transparent, high quality IT support service to small and medium sized businesses throughout West Central Scotland.
The company was founded with the aim of providing a high standard of technical support that is often only available to larger organisations with large IT budgets. A Techxel IT support contract guarantees unlimited call outs, unlimited remote support, and a 4 hour on-site response time.
THE SITUATION
As a growing, forward-thinking business, the company wanted to offer their customers as many ways as possible to get in touch with their support engineers. While phone and email support was available, the company wanted to also give customers the option of being able to contact an engineer easily in real-time via instant messaging (IM). The company needed an IM service that was secure, web-based and affordable.
SOLUTION
By implementing ChatSure, Techxel have been able to quickly roll out real-time IM support to their customers at minimal cost to the company. As ChatSure is an online IM service, there was no costly hardware or software to install.
All communication sent via ChatSure is encrypted & all files transferred are scanned for viruses. Identity verification technology provides an additional layer of security, giving customers the ability to check that they really are communicating with their Techxel support engineer, before sending any sensitive information.
KEY BENEFITS
When Techxel, began using ChatSure to communicate with some of its clients, it soon saw a whole series of benefits.
While its support team used to handle up to 60 calls per day each (incoming calls on a freephone number – costing Techxel 4p per minute), the number of calls made has now fallen by around 25%. As each call lasts an average of five minutes, the savings in call costs alone has been around £3.00 per employee.
Techxel is a small company, with only two helpdesk advisors, so the resulting savings - which amount to £120 per month or £1,440 per year – are significant.
Customer satisfaction has increased. More and more Techxel customers are using ChatSure to quickly and easily log their IT support queries as they realise the benefits. Unlike picking up the phone or sending an email, with ChatSure they can go online immediately, check if a support engineer is available, and communicate directly.
The company makes sure that during office hours, there is always at least one support engineer logged on to ChatSure. Employee productivity has increased. Handling support enquiries is much more efficient than before - as an engineer can easily manage several customer issues simultaneously, something that just couldn't be achieved via email and phone.
Print Techxel case study (PDF)