OSF Global Services
Integrated NetSuite CRM solution to deliver faster quality customer support
Client
This client is a leading provider of remote service and technical support for consumers, home office users and small businesses in the U.S. The company’s industry-certified agents deliver online support for all technologies, including PCs, Macs, Smartphone devices, netbooks, MP3 players, network devices, printers and digital cameras.
Problem
The company’s business partners include major service providers, retailers and hardware and software manufacturers. In order to efficiently manage customer support activities for one of its partners – a leader in fiber optics and provider of Telecom and Internet services – the company needed a CRM solution.
Solution
OSF developers customized and integrated a NetSuite CRM solution that enabled better customer support management. Customers and cases were created dynamically in NetSuite using SuiteTalk, and both sets of records were customized for the company’s needs by adding custom fields. The OSF specialists also implemented logic for closing a case by adding filters, notes and work time for each support technician, quote and status.
Results
The NetSuite CRM solution has helped this client deliver rapid, transparent and quality customer support services to its partner. In addition, the support it provides has helped strengthen the business relationship it has with its partner.
To learn more about this customer, download the full case study [PDF File].