Case Study: Colonial Company achieves round-the-clock customer support with Buchanan Technologies

Colonial Company - Customer Case Study

Colonial Companies, one of the largest mortgage servicing companies in the U.S., needed a better way to track and improve customer service. With a small, overworked help desk team, limited support hours, and no formal reporting, knowledge base, or visibility into ticket and call metrics, Colonial was struggling to keep up with rising customer complaints.

Buchanan Technologies implemented its Clickright Help Desk tool to create a structured ticketing process, capture response statistics, and build a documentation knowledge base. Buchanan also extended Colonial’s help desk coverage and support hours, resulting in faster response times, a more disciplined service process, and growth in monthly ticket handling from 500 to 1,500 while meeting agreed-upon SLA metrics.