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.
