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 Supported
- 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 Year 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.
Everything you need for your technology infrastructure.
| Manage supplier relations.
| Optimize hardware performance & uptime.
| Build seamless customer experiences.
Everything you need for your technology infrastructure.
| Manage supplier relations.
| Optimize hardware performance & uptime.
| Build seamless guest experiences.
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