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The Client
A Series A startup in the AI Data Transformation space.
Business Challenge
- High cost to serve customers with inadequate onsite support.
- Low CSAT scores due to lack of a dedicated support function.
- Need for a specialized data connector support team to resolve break-fix issues and enable fast integrations.
- Burden on project engineering teams, diverting focus from core product development to customer issue resolution.
Trantor's Solution
- Established a global support function in collaboration with the client’s post-sales leadership.
- Implemented a remote support model utilizing offshore customer support teams to provide cost-effective, SLA-driven services.
- Defined intake and escalation processes to ensure L3 and L4 tickets were addressed promptly by engineering teams.
- Introduced a "follow the sun" staffing model, ensuring round-the-clock support across multiple geographies.
Outcomes
- 50% improvement in SLA first response rates.
- 40% improvement in CSAT scores.
- 25% improvement in L1 and L2 time to resolution.
Testimonial
"Trantor successfully transformed our customer support, delivering efficient, SLA-driven solutions that elevated our CSAT scores, all within our budget constraints."
CEO
