Case Study: Advent eModal Improves Customer Support with Peak Support

Advent eModal cuts email first reply time from 4.35h to 30min with Peak Support

Advent eModal, the world's largest port community platform, faced a challenge with its technical customer support for end-users. Their team was too small to handle the volume of requests, leading to extremely slow first reply times and poor customer satisfaction scores. They partnered with the vendor Peak Support to find a solution.

Peak Support implemented a comprehensive solution, initially handling tier-one support tickets and later managing a team for tier-two technical issues. The results were significant, with the email first reply time reduced from 4.35 hours to just 30 minutes. They also sustained call wait times under one minute and consistently achieved quality scores over 98% and customer satisfaction scores over 90%.

Advent eModal