Need – Our client was actively looking to reduce costs and increase productivity within the organization. They were also struggling with employee restrictions imposed by having a union labor force. The lack of flexibility was an additional impediment to being able to deal with contingency situations like spikes in customer interactions or the need for special projects. Although their support needs spanned both email and voice, their concern about accent limited what the client was willing to explore.

Solution – Knoah Solutions was brought in to handle all email customer service transactions. Knoah also implemented a chat support channel allowing customers immediate resolution on tracking issues without having to make a phone call.

Benefit – eMail handling productivity was increased by 30% within 3 months and the obvious cost benefits of using offshore resources coupled with the productivity gains made the email program a huge success. The client also benefited from Knoah’s flexibility and responsiveness. During the holiday season when email volumes spiked, Knoah was able to increase its hours of operation allowing them to more effectively deal with its back log than it ever had been able to before with its own workforce. Twice in the last year, our client has requested special projects that required the Knoah team to work overtime and on the weekends. This would have been very difficult to pull off internally at the client but Knoah was able to be responsive and flexible…saving the day.