Technical support when you need it most.

NewBold Technologies provides Help Desk support for a North American retail chain.

Technical support when you need it most.

 

NewBold Technologies provides help desk support for a North American retail chain.

The problem.

A North American-based specialty retail chain was searching for a streamlined method of providing hardware and software technical support for 700+ locations and its operators.

NewBold Technologies (NBT) provides dedicated Help Desk services, including task management, remote support for software and hardware, access to Help Desk ticketing system, and initial knowledge base documentation.

The solution.

The problem.

A North American-based specialty retail chain was searching for a streamlined method of providing hardware and software technical support for 700+ locations and its operators.

The solution.

NewBold Technologies (NBT) provides dedicated Help Desk services, including task management, remote support for software and hardware, access to Help Desk ticketing system, and initial knowledge base documentation.

Services rendered.

  • Lvl 1 & 2 Support with 3 & 4 Escalation
  • Key Metrics & KPI Reports
  • Hardware Incident Support
  • Application Incidents & "How To" Support
  • Password Support
  • Service Request Support

Services rendered.

  • Lvl 1 & 2 Support with 3 & 4 Escalation
  • Key Metrics & KPI Reports
  • Hardware Incident Support
  • Application Incidents & "How To" Support
  • Password Support
  • Service Request Support

Hardware managed.

  • All-In-One POS Systems
  • Receipt Printers
  • Register Scanners
  • Mobile PIN Pads
  • Mobile POS Systems
  • Stationary PIN Pads
  • Back Office Computers
  • Monitors
  • Laser Printers
  • Wireless Network Access Points
  • All-In-One POS Systems
  • Receipt Printers
  • Register Scanners
  • Mobile PIN Pads
  • Mobile POS Systems
  • Stationary PIN Pads
  • Back Office Computers
  • Monitors
  • Laser Printers
  • Wireless Network Access Points

Hardware supported.

The results.

1.5 years later.

728

Sites supported.

30k+

Calls answered.

08:16

Average handle time.

01:13

Average response time.

2.8%

Abandonment rate.

The results.

1 year later.

728

Sites Supported.

30k+

Calls answered.

01:13

Average response time.

08:16

Average handle time.

2.8%

Abandonment rate.

The results.

1 year later.

728

Sites supported.

30k+

Calls answered.

01:13

Average response time.

08:16

Average handle time.

2.8%

Abandonment rate.

The keys to success.

#1

Automatic call director is created for client.

#2

Call recording services are made available to client for quality assurance purposes.

#3

Customized greeting messages alerting sites of known system outages are created in real-time.

#4

Customized messages alerting sites of known system outages are placed prior to operators hitting call queue.

The keys to success.

#1

Automatic call director is created for client.

#2

Call recording services are made available to client for quality assurance purposes.

#3

Customized greeting messages alerting sites of known system outages are created in real-time.

#4

Customized messages alerting sites of known system outages are placed prior to operators hitting call queue.

One partner. End-to-end.

Everything you need for your technology infrastructure.

| Manage supplier relations.

| Optimize hardware performance & uptime.

| Build seamless customer experiences.

One partner. End-to-end.

Everything you need for your technology infrastructure.

| Manage supplier relations.

| Optimize hardware performance & uptime.

| Build seamless guest experiences.