Case Study: POMS Corp. maintains 96% customer satisfaction with TeamSupport

POMS Corp maintains 96% customer satisfaction with TeamSupport

POMS Corp, a provider of manufacturing execution systems software for FDA-regulated industries, faced significant challenges with its disorganized customer support. Using a shared inbox within a CRM led to lost requests, duplicated replies, and missed SLAs. The company needed a modernized ticketing system and a searchable knowledge base to handle complex issues more effectively, leading them to adopt TeamSupport.

By implementing TeamSupport's customizable ticketing system and robust knowledge base, POMS Corp streamlined its support process. The results were substantial: the company maintained a 96% customer satisfaction rating, reduced ticket volume by 10% despite a growing customer base, and saw 75% of support requests come through the portal. TeamSupport's solution also empowered customer self-service, with knowledge base logins increasing from 20-40 per month to an average of 800.