The company was lauded for providing better end-user support for Next Story Group.
Next Story Group creates and transforms spaces to connect and inspire as it offers a differentiated portfolio of distinctive and compelling hospitality and lifestyle brands. It currently owns, manages, franchises over 20 hotels and resorts, and still continues to expand its portfolio across Asia Pacific.
When a company experiences rapid growth, so does its business needs. Because of this, their IT department engaged with Adventus Singapore to help them overcome challenges in building a scalable help desk support, improving user satisfaction, and providing clear and actionable reports.
Adventus developed an integrated suite of IT services for Next Story Group composed of a 24/7 dedicated IT helpdesk team, advanced ticketing system and systematic tracking process, as well as monthly management reporting. Because of their dedication, Adventus Singapore Pte Ltd has bagged the Singapore Business Review's National Business Award for IT Services.
"Adventus Singapore has demonstrated expertise and dedication. It has a team that’s fully committed to what they do. With them handling and resolving our IT issues, it has eased our IT team’s heavy load and we can now focus on more strategic projects," said Mohamed Hisham Sirajudeen, IT Director (Corporate) of Next Story Group.
Adventus faced a mammoth task as it offers geographical support for 12 properties and a total of 690 users.
The team prioritized a seamless transition from the previous vendor, enabling them to get the IT help desk team ready 2 weeks before the service went live, and had the agents quickly adapt the company’s standard operating procedures (SOP) and work processes.
Improving the IT Helpdesk team’s responsiveness was also on top of Adventus’ list. Agents logged all tickets into Adventus’ advanced ticketing and case tracking system whilst following a systematic approach on case management. With this approach, all tickets can be followed up and resolved whilst end-users get constant status updates on their issues.
Adventus also provided Next Story Group with timely and accurate monthly reports, including information like top callers, status of open tickets, and performance metrics detailed in the Service Level Agreement. The firm’s dedicated helpdesk team also provides IT assistance to end-users quickly and reliably for any technical issues without the need of being on-site.
Overall, close collaboration between Adventus Singapore and Next Story Group resulted in a more efficient and responsive IT help desk support.
Call statistics show that 98.5% of calls were answered within 20 seconds whilst 99.5% of emails were replied to within 10 minutes. Customer satisfaction also rose with an average satisfaction score of 86.5%.
Previous challenges and pain points have also been addressed, resulting in help desk support that offers prompt 24/7 support, more efficient issue resolution, and improved performance insights.
Watch the interview below to know more about their winning project:
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