Largest Automotive Retailer
C-Sat Tanked and Nothing Short of User Experience Transformation Would Fix It.
The client sought to improve deskside and remote support to 18,000 users and 350 dealer locations as it struggled to manage 9,600 tickets/year leading to extended downtime, user dissatisfaction, and the high cost of field support.
Pomeroy deployed its Distributed Field Support model leveraging Pomeroy-badged technicians to reduce response times during business hours and overnight. Level 1.5 Service Desk was established to improve First Call Resolution, average response times, and reduce onsite dispatch.
On-site tech support time reduced from 2 weeks to 1 day; support costs reduced by $1.6M; 37 field tech resources were redeployed, and user satisfaction was significantly improved.
Pomeroy Top Automotive Retailer.