Set Up and Enabled Premium Technical Support for a Telecom Giant in the US

About the client

A Telecom Giant in the US

Challenges

• Decentralized service desks cause fragmented customer experiences.
• Difficulty in providing consistent and comprehensive support across all connected devices.
• Need for a highly agile and customer-centric support team available 24/7.
• Limited accessibility and responsiveness of the existing support system.
• Inability to function as a single point of contact for resolving diverse technical issues.
• Complex coordination of technical resources across geographies.
• Lack of real-time tracking and transparency in service processes.

Approach

To address the challenges, Innover adopted an integrated, customer-centric framework focused on enhancing service accessibility, responsiveness, and coordination:
• Centralized Service Desk: Consolidated support operations into a dedicated team acting as a single point of contact to deliver consistent end-to-end assistance.
• 24/7 Availability: Ensured round-the-clock support to provide timely resolutions, improving customer accessibility and responsiveness.
• Omnichannel Engagement: Enabled customers to connect via multiple channels, including telephony, virtual support, and field services, enhancing flexibility and convenience.
• Proactive Virtual Troubleshooting: Leveraged augmented reality for real-time issue diagnosis, reducing wait times and avoiding unnecessary technician visits.
• Optimized Field Service Dispatch: Streamlined coordination with skilled technicians for complex on-site issues, ensuring faster resolutions across locations.
• Collaborative Vendor Ecosystem: Aligned workflows with two additional vendors to manage multi-vendor environments and accelerate issue resolution.
• Real-Time Tracking & Transparency: Implemented tools to monitor service requests in real time, providing customers with transparent status updates and improving process visibility.
• Continuous Improvement: Dedicated team members are responsible for the Innovation Lab to keep the support team trained on the latest devices, ensuring quicker and more accurate troubleshooting.

Solution

Innover established a comprehensive One-Stop Solutions Desk to deliver seamless technical support through multiple service channels:
• Solution Desk: A dedicated helpdesk powered by Innover’s telephony platform to address connectivity, functionality, and support issues.
• Virtual Assistance: Augmented reality-enabled troubleshooting to resolve issues remotely, reducing the need for physical interventions by dispatching service technicians.
• Technician Dispatch: On-site support provided by skilled field technicians for cases where remote solutions were not feasible.
• Customer Enablement: Integrated upgrade and upsell opportunities at key touchpoints, enhancing the customer experience.
• Innovation Lab: A workshop designed to continuously upskill helpdesk technicians on the latest devices, ensuring faster and more accurate issue resolution.
• Collaborative Ecosystem: Effective coordination with two additional vendors to maintain seamless service delivery and timely issue resolution.