Case Study
Brüel & Kjær Vibro case study: better customer service with inbound technical support
The Objective
Brüel & Kjær Vibro are global frontrunners in providing intelligent monitoring solutions for rotating machinery that are tailored to their customers’ needs. The complex products and systems they provide typically require ongoing technical support, and they offer a technical support service via phone, email and live web chat that’s designed to be the first point of contact for customers.
Due to a personnel change, the system became backlogged, resulting in a large number of cases open and unresolved impacting customer service and putting pressure on the technical department.
The Approach
Already familiar with Brüel & Kjær Vibro products and services, we were well positioned to offer inbound technical support and case management to help clear the backlog and implement a sustainable solution providing a consistent, customer-friendly first point of contact for technical queries.
Working closely with the technical engineers, our dedicated team were integrated into Brüel & Kjær Vibro’s Salesforce platform, where they began by triaging each open case. We first established whether we were able to provide an appropriate solution or the issue needed to be escalated to the technical team.
To ensure a consistent high level of customer communication, we managed the cases through the entire process, chasing up with internal stakeholders and liaising efficiently with the customer to manage their expectations.
The Results
In the initial stages of the project, we successfully resolved the 450 open cases, ensuring every customer got the help they needed. We have since finessed our process and now our dedicated inbound technical support and case management team keep the level of open cases to an all-time low. We ensure that cases are dealt with promptly and effectively, monitoring and processing queries via phone, email and live web chat.
As our product and service knowledge has grown, we are able to deliver a greater depth of effective first-line support for a wide range of queries ourselves, with the technical team now only handling the more complex cases that require in depth expertise.
