Case Study: Leading Printer Services Company reduces call abandonment and boosts customer satisfaction with Flatworld Solutions

Leading Printer Services Company - Customer Case Study

Leading Printer Services Company, a leading printer services provider, worked with Flatworld Solutions to address high inbound call abandonment, poor customer satisfaction, and a lack of BPO platform management experience in its support division. The customer’s in-house team of 30 agents was operating outside typical BPO processes, resulting in long turnaround times and service levels below SLA expectations.

Flatworld Solutions implemented an inbound tech support solution with a dedicated BPO support team, expanded channels and headcount, added shift-based workforce management, voicemail and callback handling, and ongoing Lean/Six Sigma process improvements. The company also extended support up to 24 hours during peak periods and maintained applications and databases, helping reduce call abandonment from 35%–40% to 8%–10% and improve customer satisfaction from 50% to 87%–93% within 3 months.