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Case Studies : iRely
iRely is a provider of software solutions for commodity traders, with offices in 5 countries and help desk customers split across 7 time zones. In January 2010, the company decided to replace its home grown support system with one that was workflow based and enabled self service through a customer web portal.
After identifying a list of 10 suitable vendors, which included TechExcel, FrontRange, Smarter Trac, Cientel and Orvis, all of the systems were piloted and evaluated with a scorecard that included:
-Quality of customer support
After evaluating the scorecards, TechExcel and FrontRange were selected for a proof of concept pilot with 100 calls in a head-to-head challenge.
Proof of Concept Results
TechExcel CustomerWise won the duel based on features such as extensive workflow capabilities, out-of-the-box customer portal, ease of system set-up, and cost of services. As an extra bonus for CustomerWise, it won unanimously in a vote by the implementation team.Within 90 days from completing the proof-of-concept pilot, iRely went "live" with CustomerWise.
What did they get?
By switching to CustomerWise, iRely met all its feature needs including defect tracking and is now able to integrate billing into the primary system, as well as move from monthly to weekly billing. Additionally, they were able to
-Get full visibility into the production cycle
-Improve call resolution times by 20%
Most importantly, they gained a lot more happy customers as a result of 20% faster resolution times and the use of a customer portal for faster service.
Six months into using the new system, iRely is very happy with performance and the ROI from CustomerWise. George Olney, iRely Chief Operating Officer said, "The product implementation was really easy and if we look at return on investment we have, for example, reduced our average days bugs outstanding to 8 days and put in escalation procedures for bug fixes outstanding more than 5 days."
TechExcel CustomerWise is a fully configurable and scalable software suite for customer help desk management and IT service management (ITSM). CustomerWise helps automate and streamline helpdesk activities with configurable workflows, process approvals, email integration, project management, and integrated knowledge management solution. The powerful features and ease of maintenance make CustomerWise a powerful solution for growing service organizations.
TechExcel CustomerWise helps you optimize your organization’s support process by providing your team with everything you need to exceed your customer's service expectations. Through sophisticated process automation, knowledge base management, and the availability of customer self service through the Customer Web Portal, your support team can resolve issues more efficiently and improve your bottom line. CustomerWise enables you to refine support processes to increase efficiency and productivity while significantly decreasing overall support costs by reducing the time to resolve incidents. Best of all, TechExcel CustomerWise can be deployed within budget in days or weeks.
-Act as single point of contact for customer requests and submitted incidents
-Intuitive user interfaces reduces training time and gets users up to speed faster
-Empower customers with a comprehensive knowledge base to dynamically search for solutions and advice
-Fast deployment with easy installation and automated upgrades
-Ability to automate reminders, review tasks, and approvals of any incident or request
-Out-of-box best practices for ITIL and the industry-Choice of implementation options: choose hosted or on-premise installation
Today's Tip of the Day - Benchmark Versus Best Agents
iRely is a global provider of software for the physical commodity ecosystem serving organizations that handle origination, trading, manufacturing and distribution of commodities.,,
About TechExcel, Inc.:
TechExcel, Inc. is the leader in unified Application Lifecycle Management as well as Support and Service solutions that bridge the divide between product development and service/support. This unification enables enterprises to focus on the strategic goals of product design, project planning, development and testing, while enabling transparent visibility with all customer-facing initiatives. Founded in 1995 and headquartered in Lafayette, California, TechExcel has over 1,500 customers in more than 42 countries and maintains offices in Chapel Hill, North Carolina, London and Beijing.
Published: Thursday, December 6, 2012