Case Study: CyberTech unifies global support and streamlines business processes with TechExcel CustomerWise

CyberTech - Customer Case Study

CyberTech, a global leader in voice logging and communications recording, needed a better way to manage support across its growing international operations. Its old in-house ticketing system lacked workflows, a customer web portal, and subtask management, making it hard to support more detailed incident reporting, SLA tracking, and smoother collaboration between development and support teams. CyberTech chose TechExcel CustomerWise to help unify its support organization across multiple countries.

TechExcel implemented CustomerWise in-house with support from TechExcel UK, turning the project around in about 3–4 months from start to a full-scale support system. The solution enabled CyberTech to run 8 interconnected work projects, streamline business processes, and prepare for customer self-service and reporting. After more than 18 months of use, CyberTech said CustomerWise had surpassed its original requirements and that TechExcel’s support was instrumental in the success of the implementation.

CyberTech

Anthony Clark

Application Manager