A customer contact centre is a key component of an effective business strategy. Delivering an experience that lives up to the expectations of today’s customers is no simple matter and requires the right combination of qualified staff focused on service quality, technology, technical expertise and built-in agility to respond to ever-changing needs.
A leading and rapidly expanding Canadian retailer in need of efficient, bilingual, 24-hour technical service
A major Quebec brand with over 230 stores in 125 cities across Canada was experiencing steady growth in North America and needed to shift its IT resources to its priority projects. With this expansion came an increase in the volume of requests for technical support. As a result, Cofomo was entrusted with managing the contact centre and the front-line support offered to the organization’s employees working in its branches spread over three time zones across Canada. The organization was able to focus the work of its IT team on business-critical projects.
Cofomo met these challenges and satisfied a list of specific requirements by relying on the expertise of its resources to integrate a customized solution into its customer contact centre to serve the growing needs of this major national company.
Today, a team of Cofomo technicians provides 18 hours of daily support (7:00 a.m. to 1:00 a.m.), 7 days a week, 365 days a year.
Certified experts providing full technical support in high-security environments
With a volume of over 1,000 calls a month, our technicians use ServiceNow, an IT service management solution, to track all technical issues, incidents and requests. Using this solution means we can ensure that all calls are properly managed and follow up with our customer regularly.
By outsourcing the contact centre, the organization was able to redirect its IT teams to its priority projects, and the company is continuing to expand its presence outside Canada.
This is yet another success story involving Cofomo’s application support expertise.
For more information about our managed services, visit: Managed Services – Cofomo your Digital Transformation and Innovation Partner