1
Sector
Industry / Manufacturing
2
Client
A manufacturer of machinery for professional use
3
Challenge
The client needed to provide technical support via phone to filter and resolve basic issues, escalating complex cases to specialist teams.
Objective: reduce travel costs, speed up assistance and decrease the workload of in-house technicians.
4
Solution
Logikaline implemented a telephone platform in its Contact Center in Gipuzkoa, operating within hours adapted to the client.
-Handle level 1 calls
-Perform basic diagnostics and guide users remotely.
-Immediately escalate complex cases to specialized teams.
-Record and track every interaction in the CRM.
5
Solution
- Optimization of internal resources: specialized technicians focus solely on high-level issues.
- Reduction of unnecessary on-site interventions.
- Faster resolution of basic issues.
- Improved client satisfaction and reduced average response time.