Behind all this cool stuff, there is PropelCare - a team of unsung heroes who ensure flight enthusiasts have a ball with these amazing gizmos.
PropelCare had its own set of challenges. Cases were piling up into 1000s and a small team had their hands full. Doubling the team was not an option. In fact, they had to do with less.
When I stepped in to understand what PropelCare was up against, I was super happy to see the commitment Phillip was ready to make. Phillip who heads PropelCare was under CEO’s orders to get things fixed quickly."
PLM Head at Vtiger
Our first priority was to optimize case handling process and automate tasks that did not need human involvement.
Phillip’s deep insight into the type of issues customers were facing helped us classify them effectively and automate responses with no involvement from an agent.
Only advanced troubleshooting, repair and replacement issues needed human intervention.
Issues reported to PropelCare inbox were brought into Vtiger, routed to L1 support and assigned to an agent automatically. Issues originating from Non-English speaking countries were forwarded to the right local team.
L1 agents classify issues with 2 clicks. The system automatically finds the right response and sends it to the customer. >70% of issues are resolved this way.
They have easy access to what they need in one screen with an intuitive layout. Escalations are brought to the attention of key stakeholders.
We realized much more value from Vtiger for less than half the price we were paying Zendesk. We availed their kickstart service and were up and running in 2 weeks. We hit 90% SLA targets with a team half the size and we are handling 30% more cases every day."
Head of Customer Support