According to Millin, the company enabled their customers to create service requests electronically. “We implemented the product’s Mail Connector which allowed emails to be automatically converted into tickets. In addition we began directing our customers to the self service portal where they were able not only to submit their requests, but also monitor the progress of their tickets and communicate additional information to our support team, when needed,” he said.
Through simple Incident Management, Salvage Direct has been able to increase its customer satisfaction by proving resolutions to issues much quicker and with greater accuracy. In addition, the product’s integrated Problem Management feature helped the company realize an 80 percent decrease in monthly support calls. According to Millin, support calls dropped as the product’s Problem Management assists Incident Management by identifying reoccurring issues and encouraging the technical team to devise permanent solutions rather than minute workarounds.
“Before Alloy, we only had email and a spreadsheet that our technical support team used to track all incoming calls,” said Millin. “People would have to email and call in numerous times as the support team was overloaded and incidents would pile up. With Alloy, our users’ incidents are now properly tracked — they can see the status of their incident(s) online and none of their issues slip through the cracks. Our support calls dropped 80 percent as our users weren’t calling multiple times for the same issue and constantly following up on their tickets. Now that tickets are centralized in a single location, the help desk can resolve them more efficiently and quickly, which increased customer satisfaction.”
“Before implementing Alloy Navigator, we were averaging nearly 2000 support calls each month. We now log fewer than 300 each month. This has freed up our help desk staff to take on more responsibilities which is so vital to our business,” he said.
After enjoying much success with Alloy Navigator, Salvage Direct’s next step is to fully implement the Change Management capabilities of the product.