What evidence can you share that demonstrates the impact of the engagement?
When we first started, I had to handle a lot of the tickets. As time went by, most of it was pushed out to them, as they got more comfortable with how we did work internally.
We started pushing more of the ticketing work and resolution to them. Our target was to get Diya to resolve 80% of the tickets coming in. We never got to that percentage due to certain internal factors, but we were reaching around 60%. Some tasks required higher-level permissions, which Diya didn’t have.
How did Diya perform from a project management standpoint?
We had projects across different time zones, so they worked 24 hours a day for us. They were pretty good in terms of responding. They had a supervisor overseeing the work, and we coordinated with her all the time.
We had weekly meetings with them, and they were good at making suggestions for issues that cropped up from time to time. We had to put in a couple of ticket monitoring tools to ensure that nothing would be left unanswered for more than an hour, and that made a dramatic improvement to how the ticketing system was handled.
What did you find most impressive about them?
Relative to industry standards for the support services they provided, I think that Diya did pretty well in terms of responding to tickets and giving support.
Are there any areas they could improve?
I had to make constant follow-ups to ensure that some of the lower-level staff were following the procedures. For example, they had to ensure that all the necessary fields were populated when making an account because missing one would cause all kinds of issues.
We sorted that out by having regular meetings and pointing out what needed to be improved.
Do you have any advice for potential customers?
It’s important to set up a system that’s closely monitored and have regular feedback on what’s going on. I recommend having one-on-one meetings with the supervisor every week, to make sure everything’s on track.