4
Technical Customer Support Engineers deployed
↑
customer satisfaction ratings on App Store and Google Play Store
↑
automation of customer support processes using Zendesk
OWNING CHANGE IN AUTOMOTIVE
Our client is a market-leading Japanese automotive manufacturing conglomerate.
The challenge:Speed Bumps Along the Way
One of our client’s flagship Mobility-as-a-Service (MaaS) initiatives was the development of a cutting-edge mobile application designed to enhance the overall driving experience and road safety for motorcyclists through advanced functionalities and interactive features. However, they encountered numerous challenges during the development of the application, with a major issue being the lack of a structured technical customer support function.
Since our client aimed to launch this application across global markets, they needed to establish a robust customer support team capable of handling user inquiries, quickly responding to and resolving issues, and analysing customer feedback on the App Store and Google Play Store. The customer support capabilities needed to be standardised and scalable across all geographical markets.
Lacking the required bandwidth internally, our client partnered with TEKsystems to bridge the gaps by elevating the quality of customer service while maintaining cost-effectiveness.
Our proposal:On Your Marks, Get Set, Go
As a long-standing and trusted partner to our client, TEKsystems’ delivery team met with key programme stakeholders to understand their application development and support roadmap. To meet their requirements, we deployed a Technical Customer Support squad comprising of a lead and three intermediate-level L1/L2 Support Engineers. The flexibility to quickly ramp up with additional resources as new geographical markets were added and customer volumes surged was a vital component of our solution.
To maximise service coverage and cater to customers across different markets, we focused on identifying consultants with bilingual capabilities – fluency in English and Japanese or another Southeast Asian language.
Real-world Results
Throughout their ongoing tenure, TEKsystems’ Technical Customer Support squad has made pivotal contributions to building out the customer support capabilities for the mobile application. They mapped out user journeys, created feedback loops, generated reports, and provided insightful suggestions to improve the accessibility, usability, and responsiveness of the mobile application.
Our team also leveraged Zendesk to streamline and automate customer support processes, use macros, and implement best practices to elevate the user experience. The enhanced customer support standards, quicker response times, and customer feedback integration contributed to higher satisfaction ratings on the App Store and Google Play Store. Additionally, our team worked closely with key programme stakeholders to set up customer support standards and workflows that could be replicated and aligned across different geographical markets.
Following the success of this programme, TEKsystems is now expanding our Technical Customer Support team to provide coverage for the premium version of this mobile application, targeting high-end and VIP customers in Japan. This includes elevating the support capabilities and building standard operating procedures (SOPs) that can be replicated for additional product lines.