Telesol Group is an IT service provider that uses a ticketing system to help their clients worldwide. It started as an Amsterdam-based company, where Telesol Group opened its first offices. But, the quality of their service and indispensability towards their clients didn’t take long to develop and spread. Opening offices in a couple of European cities and gathering impressive references such as eBay and Disney+ along the way was only the beginning. Nowadays, they’re covering all continents and almost all countries through basically every time zone, employing over 1,000 repairwomen and repairmen.
Since their primary business focus is the maintenance of complex equipment such as data centre servers, they needed a reliable partner to support their further business endeavours. We at HSM are proud to say they’ve been our dear clients for the past five years.
The Telesol Challenge
In order to be able to provide even better support for their large clients, Telesol Group needed a CRM through which they could receive all of their tickets through multiple channels instead just through email. If we take these couple of things into account, the challenge grew even bigger:
Telesol’s network of clients and partners is outspread all over the world
Their clients require a 24/7 support
A common thing in their industry is having an SLA (Service-level agreement) which means they needed a reliable CRM through which they could ensure a certain level of service quality
Their Field service reporting had to be standardized – a vital segment for companies like Telesol, which provide services in multiple locations, some of them being at their client’s company (i.e. data centre)
And last but not even closely least important; they’ve had the challenge of charging the hours spent – business hours vs outside business hours
There are concrete reasons why we decided to represent Salesforce and provide consulting on its use. It’s a versatile CRM that speeds up complex processes and enables new ones. All while allowing our clients, such as Telesol, a high-quality service. By implementing Salesforce, we aimed to:
Connect an adequate partner depending on the term, location or client
Standardise the enrolment of tickets or requests
Establish multi-channel ticketing
Live client insight into open tickets
Automate the assignments of field services and partners
Create a simple way of communication with assigned servicers
Monitor tasks in real-time
Unify the tasks reporting types
Automate hours spent reporting
What did we do for Telesol?
Taking all the business challenges into account, before we started cooperating with Telesol, we had to set up the goals of our cooperation. When you’re a service-based company, the satisfaction of your clients is always a top priority. But when you’re a rapidly-growing service-based company, every challenge you had yesterday amplifies today. We created a customer portal to ensure that Telesol could maintain the service quality their clients are used to—a place where every client could import a ticket and follow its progress. For Telesol’s biggest client, which we can’t say which one it is, we integrated a ticket-creating system inside the very Salesforce Service Cloud. If you might be wondering what a Service Cloud is, you should know there are a few major types of Salesforce Clouds designed to make the lives of people in different departments easier.
So a Service cloud is one of them, and it enables its users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents. Service Cloud aims to foster one-to-one relationships with every customer across multiple channels and devices. Remember the beginning of this study when we said Telesol deals with the maintenance of complex data centres?
Aside from that, we detected the need to create a Service Territory system which automatically proposes an active partner in the area in which the ticket was opened. We also created a ticket information management and update system directly in Salesforce. Through Field Service in Salesforce, Telesol could provide its field workers with significant information on assigning and scheduling work orders, dispatching them to new work assignments and communicating with them during their in-the-field time. And of course, all of that communication is supported by data tracking and collecting such as:
Time of arrival
We reduced the manual labour needed during ticket classification by implementing all of the above (and thanks to complex automatization). In addition, we automatised partner selection alongside creating a proposal offer.
We also ensured that all of Telesol’s servicers had timely and complete information about their tasks. And with it, we reduced the required amount of back-and-forth communication. With speedy and high-quality service, we ensured that we know whether all tasks are being completed within the determined SLA at any given moment. In addition, we simplified the reportingmethod of monthly calculation towards Telesol’s clients. Now, thanks to Salesforce implementation, Telesol can provide new services to its clients. That means SLA, subscriptions, etc. And it’s worth mentioning this wasn’t exactly possible before.
Remember when we said that quality control was crucial for Telesol? Well, the final result of the CRMimplementation was enabling the quality tracking of all the work being done. And how do you stand in the field of CRM solutions?
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