
Entertainment and Gaming
This client is a leading global provider of innovative devices for the interactive entertainment industry. They develop and market accessories for videogame systems and PCs under their own proprietary brands and sell their products through well established retailers in North America and Europe.
In a sales driven marketplace, our client has chosen to focus on the core aspects of their business: streamline the manufacturing process and increase revenue by focusing on direct and indirect sales. Prior to our involvement, the customer support activities were fragmented throughout several departments. This led frequently to delayed responses and occasional conflicting resolutions. Thus, due to low levels of customer satisfaction, the need for a structured Customer Support approach was evident. The challenge for our client was to adapt their customer support activities to constantly increasing order volumes.
After careful consideration, this client chose our Shared Services platform which offers their customers increased levels of satisfaction while decreasing the costs associated with support activities. As our agents offer support in English, French, German and Spanish, our client’s reach to new geographies has extended. Phone and e-mail support was moved to our platform and the operation went live in October 2010.
Having the Customer Support processes moved to our platform enabled our client to achieve greater revenue while reducing operating costs. Even though call and e-mail volumes have been increasing ever since, Service Levels have been guaranteed by our highly qualified staff. The main achievements for this particular client were:
"I am very impressed with the project management at Conectys. They have exceeded our expectations when it comes to flexibility and project management (anticipating any issues and offering solutions). The project team is very responsive and willing to learn. We have reached out to tight deadlines from our clients."
"In a very short period of time, Conectys has engaged to truly understand our industry and our business model. Considering that we are a very small portion of their current business, they always treat us like we are the most important partner they have. They are responsive, respectful, transparent and just great people to work with...
"Conectys is an excellent partner, especially given our own rapid development and growth as a business."
"We need thought leaders that are able to see our company objectives as theirs and to provide suggestions and solutions that add value. We need a partner that overcomes the inherent paradigm of reducing overall cost of our business and can be a successful growing vendor at the same time. Conectys has helped our company to improve efficiency by more than 30% ...
"Conectys’ attention to detail, professionalism, use of latest technology, focus on training and processes were among the main reasons we selected them in 2008 and they have lived up to and even exceeded our expectations. They are ready and willing to grow with us and are a great cultural fit with our own team members."
Belgium
Gebroeders
Vandeveldestraat 68
9000 Gent
Romania
1 Preciziei
062202 Bucharest
Our mission is to make our customers successful by offering innovative combinations of talented multilingual people backed by proven processes and technologies at exceptional value for money.
We succeed through our customer’s success.