What evidence can you share that demonstrates the impact of the engagement?
They have done a masterful job of rallying to meet, and exceed, service level agreement (SLA) requirements. They maintain a score above industry standard, and our department has a very high amount of ticketing, exceeding industry standard of cases by roughly 5,000. We are maintaining all SLAs at 100%, and a less than 24-hour response time. The team has helped me grow in my position, and have grown themselves, always up for a challenge. They never give up.
How did Peak Support perform from a project management standpoint?
They have drive and passion to improve, asking for feedback. We communicate via Slack, and have Zoom calls daily, as well as weekly one-on-one meetings. They are very responsive, and work quickly. They often finish ahead of deadlines.
What did you find most impressive about them?
Their passion and energy in listening to, and solving, people’s issues, sets them apart from the competition. They have absorbed the information we’ve given them, and become very knowledgeable about our company and our products. That enables them to capture the company’s voice in their dealings with customers. They do an excellent job and are great to work with. They’re good at identify inefficiencies and creating efficient solutions. For example, they created a tracking email for watch warranties, eliminating the need for them to seek out a tracking number as follow-up.
Are there any areas they could improve?
The only issue I ever had was their communication style, lack of asking questions and giving input. That was a cultural difference, and we have worked on it and seen great improvement.
Do you have any advice for potential customers?
Give them the proper ammunition in training and resources, and don’t understaff. That is key. They will do great.