The Help Desk was constantly overwhelmed with support calls and needed immediate answers. With the development of a region appropriate online presence along with related support materials, call volume is down and most importantly customers are happy. BaTelNet is the technical support division of The Bahamas Telecommunications Company, operating as a joint partnership between the Bahamian government and London based, Cable & Wireless.
“We could not be more pleased, Initial Design looked at the challenges our Help Desk faced & developed solutions that have improved customer relations, response time & lifted morale. They really understood our operating style, culture & provided tools to greatly enhance the customer experience.”- Dolan Russell, Help Desk Director, BTC
Since partnering with ID on the launch of their website and customer outreach materials, BaTelNet has seen significant change in customer satisfaction. Call volume and service request have seen dramatic decreases and the once overwhelmed Help Center is now able to provide better quality service to its customers. The website, that gets over 10,000 visitors a month and serves as their primary resource for customer service and has improved overall customer satisfaction.