GeneCTech

BACKGROUND

Please describe your company and position.

 I am the Delivery Lead & Ops Manager of an information technology company 

Describe what your company does in a single sentence.

IT firm and consultation

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire GeneCTech to accomplish?

• Maintain the customer experience to the highest
• Deep dive in to data to improve process flow
• Achieve all the SLAs provided

SOLUTION

How did you find GeneCTech?

• Online Search
• Referral

Why did you select GeneCTech over others?

• Pricing fit our budget
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from GeneCTech were assigned to this project?

15-20

Describe the scope of work in detail. Please include a summary of key deliverables.

N/A

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

CSAT increased by 30% within very short period. NPS increased significantly as well as FCR. Escalations percentage decreased. MTFR was <2. Overall very good experience and very happy with the ongoing results.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Always on top of the things, very efficient with 10 years of experience in the customer service field. Everything has been always within the deadline, never exceeded but for sure they exceed our expectations.

What was your primary form of communication with GeneCTech?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They treat your project as if it's their own business. Very responsible and hardworking.

Are there any areas for improvement or something GeneCTech could have done differently?

Nothing to point out and that is the best part of collaborating with such company where we dont have to worry about our business.