When a company experiences rapid growth, so does its business needs. Next Story Group faced a similar situation. Having grown and expanded its portfolio globally, the group’s new end-users have increased and so did its IT demands. Their IT department then sought a scalable and reliable IT Solutions & Services Provider to manage their IT helpdesk support. Next Story Group began their search for a partner that be able to provide higher levels of service for helpdesk support. Thus, they engaged Adventus to help them overcome the following challenges:

1.    Building a Scalable Helpdesk Support
Next Story Group's growth translated to increased demand for support at its IT Helpdesk. Aside from supporting current end-users in Australia and Thailand, their properties in Vietnam and Taiwan were opening for business. With the group's burgeoning growth, they needed not just any IT Helpdesk provider, but one that keeps up with their demands, no matter the size.

2.    Improving User Satisfaction
Before engaging Adventus Singapore, Next Story Group faced some limitations, for example, the lack of a proper IT Helpdesk Team setup. This led to the inefficient management of support tickets, leaving many cases unresolved, resulting in many disgruntled end-users. Adding to the low user satisfaction was the challenge in communications between previous service agents and end-users in Australia.

3.    Providing Clear and Actionable Reports
Next Story Group relies on key metrics to increase their responsiveness to their end-users on IT issues. These metrics include the main issues faced, top properties that face issues, and the length of time to resolve these issues. However, since tickets and cases were previously inefficiently managed, the group was unable to provide accurate figures to management and property owners. This made reporting on issues less clear and a challenge to take corrective actions.

Overall, close collaboration between Adventus Singapore and Next Story Group resulted in a more efficient and responsive IT helpdesk support. Previous challenges and pain points have been addressed, resulting in helpdesk support that now offers:

• Prompt 24/7 Support
  Adventus’ dedicated helpdesk team now provides IT assistance to end-users quickly and reliably. Call statistics show that 98.5% of calls were answered within 20 seconds while 99.5% of emails were replied to within 10 minutes. But it wasn’t just about speed—customer satisfaction rose as well with an average satisfaction score of 86.5%.

• More Efficient Issue Resolution
  The dedicated helpdesk team also quickly built an expertise in remotely diagnosing and resolving IT helpdesk issues. With fewer low-tier issues to address, Next Story Group’s in-house IT team can finally focus on more relevant issues and on the improvement of its projects.

• Improved Performance Insights
  Thanks to the advanced ticketing and case tracking system, the helpdesk team gets a bird’s eye-view of all IT issues. This results in better management of those issues by ensuring that all open tickets and cases are followed up regularly. Having clear insights was also instrumental in getting helpdesk operations set up within only 2 weeks.