Thanks to Requestor, we reduced the waiting time for our clients in high critical issues

23 October 2020 • Requestor Technologies

Prominent finance companies require quick and stable customer support. By implementing Requestor, a swedish regulatory platform was able to reduce the waiting time for their clients in high critical issues and improve the internal communication within the company.

Their clients are prominent finance companies with demanding requirements in both the product and customer support. That is why a swedish company providing a regulatory platform was looking for a proper service desk with different functions for customer support since their previous helpdesk solution did not include internal comments.

“Requestor was able to provide them with a stable helpdesk solution including the internal comments function which was a key requirement for their internal processes,” Lukas Vyslouzil, CEO of Requestor Technologies, described.

 

More information in one ticket

The company implemented Requestor in the hosted Cloud version which didn’t require their own server or high input costs. The new system helped them to improve communication towards their clients but also within the company as more information could be inserted in the tickets.

 

Faster internal communication

“Another advantage was the possibility to use tags with free text in the system which made it faster to understand the state of the ticket and the following steps,” the Head of Client Management (HCM) of the company stated.

“The system is user friendly and easy to understand for clients and internal staff.”

They have been using Requestor for their customer services, development team, product team as well as business analyst team. “The system is user friendly and easy to understand for clients and internal staff,” the HCM described.

 

Shorter waiting time in high critical issues

Last but not least, Requestor also improved the waiting time for their clients in high critical issues as the support team is receiving notifications both in the system and by email.

“Any issue or questions we had, we have received quick support from the Requestor team.”

“We are very happy with Requestor and the servicedesk solution provided. We have been clients for years and did not experience any downtime at all. Any issue or questions we had, we have received quick support from the Requestor team,” the HCM concluded.

 

The company name is not mentioned due to their internal policies. If you are interested in learning more about this case, please let us know and we will provide you with more details.