Restructuring Client Support Process for Faster Resolutions and Clearer Client Communication

increase in Tier 1 SLA performance in the first year

increase in customer satisfaction in the first year

increase in Tier 2 SLA performance in the first year

    The Client

    Patchworks is an ecommerce Integration Platform (iPaaS) based in London, England.

    They offer a comprehensive library of pre-built connectors and Patchworks apps. They connect their client’s core business applications, like ecommerce platforms, warehouse software, ERP, 3PL, and everything in between.

     

    The Brief

    First Pain Point

    Patchworks’ support team is primarily composed of developers that excelled in technical problem-solving but are not experts in real-time client communication.

    Second Pain Point

    Patchworks’ support structure did not have a defined case escalation process, leading to all tiers handling issues at their own discretion.

    This means simple “how-to” inquiries were being processed on the same queue as complex troubleshooting cases, leading to longer resolution times.

    The Solution

    Dev Team created a dedicated team to handle Tier 1 and Tier 2 support for Patchworks. The new structure also introduced a more efficient division of responsibilities:

    Tier 1
    • Triages tickets, escalating complex cases directly to Tier 2 or Tier 3 based on urgency and SLA.
    • Composed of experts in client support, giving Patchworks’ clients immediate care.
    • Provides regular updates to clients, improving transparency and communication.
    • Operates on a 24-hour schedule, providing continuous support.
    Tier 2
    • Works on tickets that have been pre-filtered by Tier 1, allowing for faster resolution.
    • Composed of expert developers that can handle the majority of client issues.
    • Operates on a 24-hour schedule, providing continuous support.
    Tier 3
    • Delegated only the complex, high-priority issues requiring in-depth technical expertise.
    • Supported by Tier 1 for urgent reminders, ensuring effective prioritisation.
    • Receives well-documented, pre-triaged cases from Tier 1 and Tier 2, enabling more efficient resolution.

    This new support process solves both pain points. It’s strategically structured to allow simple queries to be resolved immediately without being delayed by more complex cases. Urgent issues are flagged from the beginning by expert client support, and engineers receive cases with relevant context, without the burden of handling client support.

    Working with Dev Team has been an absolute game-changer for Patchworks.

    The Technical Support Specialists and engineers have been exceptional in handling either first-line support for our clients or resolving complex technical challenges on our platform. Together we’ve built an expert team of specialists, who have fit in with our team and operations, effortlessly.

    Michael Owen

    Senior Manager at Patchworks

    The Results

    increase in Tier 2 SLA performance in the first year

    increase in Tier 1 SLA performance in the first year

    increase in customer satisfaction in the first year

    Faster Resolutions

    The Dev Team-based Tier 1 team began handling initial triage and troubleshooting in July 2023. The backlog was noticeably reduced within the first month as a result of filtering and resolving basic issues before escalation.

    Zendesk reports showed a decreasing trend in new tickets from July onwards, indicating that cases were being resolved at the initial levels, preventing unnecessary escalations.

    Since our first tier actively responds to clients and escalates urgent cases immediately, overall wait times saw a significant improvement.

    24/7 Support Coverage

    Since our Tier 1 and Tier 2 experts are operating across multiple shifts, Patchworks was able to provide 24-hour global support for the first time ever in 2024. This non-stop support for Patchworks’ clients translates into real-time updates, significantly reducing frustration caused by long response gaps.

    Escalations to Tier 2 and Tier 3 were managed with thorough documentation, allowing engineers to resolve issues more efficiently using the context given by the previous tier/s before them.

    Improved Client Satisfaction

    Feedback from Patchworks’ clients showed that the consistent updates provided by the Tier 1 team improved client satisfaction.

    Since all the common complaints have been addressed by the new structure, the team were able to focus on further improvements. For example, the need for even more frequent updates became clear, prompting the expansion of Tier 2 support to enhance the process.

    Hear more from our experts

    View Our Works
    FS Hyvä Checkout Transformation
    View Case Study
    Flooring Superstore Enterprise Hyvä Replatforming Success Story
    View Case Study
    Fluid Revamp
    View Case Study

    Get your Magento project started

    Prefer direct contact?
    Email
    [email protected]
    email
    Phone
    (02) 7004 4847
    contact

      Prefer direct contact?
      Email
      [email protected]
      email
      Phone
      (02) 7004 4847
      contact