Service Levels and Sales

 

A SaaS company that provided education and sports solutions to colleges, and school districts had experienced extreme growth within the previous 12 months. This growth had created a large backlog in implementation, and support wait times up to 3 hours for a call back. 

Our leadership teams worked together to improve client on-boarding processes, and to outsource tier 1 customer support. We developed training material and got a team up in running within 15 days. We later identified opportunities to cross-sell and provide lead generation at non-peak hours. As a result, within 60 days Yessio had assisted in: 

 

• Improved service levels from 32% to 93%, and callback times to less than 2 minutes

• Implemented and supported a customer chat solution 

• Added a new lead generation channel producing an average of 1.7 new demos per agent per day