Supportbench Case Study

Southern Solutions

Delivers a better customer experience at a lower cost

Southern Solutions provides IT (information technology) supports businesses big and small all over the South of the United Kingdom. From desktop, server, and Office 365 installations to networking equipment maintenance and disaster recovery, they provide a variety of IT support.

There are a lot of companies on the market to choose from, and multiple factors such as pricing, features, and scalability, to take into account.

You can download it here and learn about how Supportbench changed how they worked.

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Southern Solutions delivers better customer experience at lower cost case study cover

We love the granular configuration of the workflows…which really make our job as efficient as possible.”
Dave Hendley
Technical Support Lead

Our eBook will take you through the following:

This document details the different features that SupportBench offer in the following areas:
Tracked communications
Tracked communications

Agents can manually create cases for calls as well as document outgoing ones

Automatic ticket creation
Automatic ticket creation

Email inquiries are automatically turned into tickets and put into the queue to be addressed

Email functionality
Email functionality

Agents can easily email customers directly from the platform, and the emails are formatted in HTML for a professional look

Tracked time
Tracked time

Time spent resolving issues is recorded as activities, ensuring customers are billed fairly and accurately

Mobile app
Mobile app

Agents are able to update cases on-the-go and add details to tickets while on-site

Reporting
Reporting

A daily report is sent every morning summarizing the tickets closed the day before, as well as time spent on each.

Email notifications
Email notifications

These notifications are extremely helpful for a majority of Southern Solutions’ customers.

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