First Response Time Improved from 24 hrs to 10 min

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Challenge

PX.com is a powerful SaaS lead generation platform that offers a unique and powerful lead scoring system based on patented technology. Their offices are located in the United States, Panama, the Netherlands with remote development and support teams in Ukraine.

With large numbers of real time transactions it is crucially important to be able to provide a high level of service to PX customers around the clock. However, given the time differences between their offices and customers’ it was a real challenge for the PX teams.

Support Service helped PX bring down the first response time from 24 hours to less than 10 minutes
A scalable team available 24/7 including holidays
24/7 Support Team led by a Project Manager from Ciklum

Solution

Ciklum’s Support Centre services are scalable and flexible, which is what PX needed to provide fast responses to customers and establish an efficient 24/7/365 support system.

The support team in Dnipro is managed by a Project Manager from Ciklum who is responsible for onboarding new employees, training and administration.

During peak loads of support requests Ciklum can quickly increase resources.

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We need to make sure that everything always works properly and a 24/7 team helps us by monitoring the performance of our platform.

Louis Kinsbergen: CTO at PX

Deliverables

First response time reduced by 99%
A scalable team available 24/7 including holidays
Daily reporting on system performance
Monitoring of server notifications
Some server issues fixed directly by Ciklum Support Team

Ciklum’s 24/7 Support Team helps PX maintain customer loyalty by ensuring fast and high quality support services.

We couldn’t do that before but we can now with a scalable team that is cost-efficient.

Louis Kinsbergen: CTO at PX

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