B. Raja Raman,
Head of Post Sales Support
Raksha Technologies uses Mojo Helpdesk to improve customer confidence
- Key data: 36 agents serve 1500 customers in India, Singapore, UAE , Srilanka, Canada and the USA.
- Challenge: Tracking the customer interactions of each trouble ticket and the time spent on each response within the service level agreement requirements.
- Solution: Mojo Helpdesk provided an easy to use interface that didn’t require any training and automated the call logging process.
- Results: A help desk solution that inspires customer confidence in our service delivery.
Challenge: Tracking and resolving tickets to meet customer service level agreement requirements
Raksha Technologies Pvt. Ltd., headquartered in India, is an ISO certified organization committed to providing complete information security (IS) solutions to business units of all sizes from small businesses to large corporations and to academic institutions. Since Raksha’s service is regulated, it needs to organize its team’s interactions to maintain compliance with ISO certification and have a way to monitor and track jobs in real time.
The company has a team of certified professionals who work with customers to support installing products, training, and upgrades, all under a service level agreement (SLA). Since each job needs technical expertise and experience to deliver its potential, it’s imperative that the technical expertise is monitored on how it was being used, by whom and the time required.
“Tracking the customer interactions of each trouble ticket, time spent on each response for SLA, and overall tracking were the biggest problems we needed to solve,” said Mr B. Raja Raman, head of post sales support. “Responding to customer queries in the defined time is the key factor driving the business and defines our reputation,” he added.
The company began to evaluate ticket management systems that would enable it to keep on top of its customers’ requests in a timely manner. “It was important that we have a solution that inspires customer confidence in our service delivery,” commented Mr. Raman. After evaluating a variety of solutions, Raksha selected the Mojo Helpdesk. “Mojo helps go back to customers with confidence,” said B. Raja Raman. “In addition to sufficing our needs of Ticket Management, the availability of SaaS based OpEX model also impacted our decision to choose Mojo.”
An easy to implement solution that improved customer service quality
“Adapting to the Mojo interface was easy. It didn’t require any training,” said Mr. Raman. “Mojo is helpful in automating the call logging process. The Mojo dashboard provides an overall utilization of the resources and we can drill down to a single resource or a single ticket. Now we can track the number of tickets created, worked on and closed in clicks. It’s also easy to review the tickets and customer interactions and track tickets not responded within the stipulated time, so we can meet our SLAs.”
With Mojo, Raksha addressed service delivery and customer confidence enabling it to continue to build on its excellent reputation.