Case Study: a major microelectronic manufacturer achieves faster technical customer support with Harte Hanks

World's Major Microelectronic Manufacturer resolves 80% of queries without escalation with Harte Hanks

The customer, a world's major microelectronic manufacturer, faced a critical deficiency in its customer support. Despite its technical expertise, the company lacked a standard process for handling highly technical inquiries, leading to a massive backlog and delayed responses that jeopardized its clients' production. The vendor, Harte Hanks, was engaged to provide a specialized customer support service to address this mission-critical need.

Harte Hanks implemented a solution by recruiting and training a remote team of degreed engineers and technologists, which was then embedded into the client's secure organization. This team used a web-based ticketing system to efficiently route and resolve complex technical issues. The results were highly successful, with Harte Hanks resolving 80% of all incoming queries without escalation and 90% of cases in under seven days, establishing itself as an essential division of the client's operation.