We help companies improve service quality
As companies grow, it becomes increasingly difficult to ensure consistent service quality. ServTrans has helped companies successfully improve service quality while growing profitability and customer success.
Logging transactions or ensuring customer success?
With a rapidly growing customer base and product set, a Fortune 50 software company was challenged to meet aggressive margin requirements and customer satisfaction goals. Given budget constraints and skills scarcity, ramping headcount in the service organization was not an appropriate response. ServTrans experts recommended shifting focus from a transaction-based model to ensuring customer success through four initiatives that emphasized effective use of customer information, creation of a highly accessible knowledge base, cross-team collaboration, and “zero rediscovery” of known issues. The result? An energized service organization of knowledge workers engaged collaboratively with customers to resolve their issues.