Help Desk for End Users of Product Design Software
Customer
The Customer is a European company that offers an innovative SaaS platform designed to help clients of manufacturers and retailers create 3D visualizations of their interior design ideas and make a purchase on the spot.
The software is a handy and easy-to-learn web application that is used to virtually design any product possible – be it a single item or a complex furniture suite. Users can pick from a wide selection of materials, adjust measurements and fit it all in the imaginary room.
Especially integrated with the existing sales systems, the tool can help salespersons reach out to the customers and significantly boost profitability.
Challenge
The Customer needs to provide an uninterrupted support to the platform users from all over the world, so that they can enjoy a timely response to their requests.
Solution
Since the Customer did not offer a vision of how to solve their problem, ScienceSoft has brought in the whole of the past administration experience to transform the Customer’s business needs into a technically-viable solution. As a result, ScienceSoft is providing a 24/7 end-user helpdesk service scalable to the number of requests.
Most commonly, users send email requests when they experience troubles with running the application. ScienceSoft Support Engineers investigate whether users’ system settings comply with the application requirements. In case of incompliance, users are informed about a possible solution. To address repetitive issues, the engineers use the knowledge base as a set of guidelines. If an issue needs to be solved by the Customer’s developers (a system bug, for example), it is passed to them via the ticketing system.
As technologies are evolving, ScienceSoft keeps the knowledge base constantly updated. For an improved support, they prepare email templates, so that users’ inquiries are addressed rapidly.
Results
The Customer is fully satisfied with ScienceSoft helpdesk service as the end-users have their problems solved promptly and effectively. The Company is now able to avoid the significant costs of hiring a 24/7 dedicated team of administrators.
