24/7 L1 Support for a 70-Store Retail Chain Results in 100% User Satisfaction

About Our Client

The Client is a high-end confectionery retail chain with 70+ stores across the United States.

Need for 24/7 Help Desk With Solid Technical and Communication Skills

The Client was looking for a help desk vendor to provide round-the-clock IT support for its candy stores' employees. One of the Client's key requirements for L1 engineers was a strong technical background to be able to navigate its complex IT infrastructure and administer 13 software solutions from different vendors. The support team also had to have strong communication skills to help the employees resolve emerging issues efficiently and collaborate with on-site technicians.

Omnichannel Employee Support Resolving 400 Cases a Month

Trusting our 17 years of experience in IT help desk services, the Client partnered with ScienceSoft.

Maintaining a 30-minute FRT (First Response Time), our L1 agents provide 24/7 support to the Client's employees. They handle help desk requests received via email, phone calls, and live chat, which amounts to approximately 400 tickets per month.

The common tasks handled by ScienceSoft include:

• Creating and terminating user accounts, creating groups, and assigning users to groups.
• Resolving authentication issues, resetting passwords, and providing users with recovery keys.
• Setting up and configuring printers and PCs, installing and updating drivers for computer mice, keyboards, and video and audio hardware.
• Assigning Adobe Creative Cloud licenses, helping users configure the apps, and troubleshooting common Adobe issues.
• Resolving issues related to Microsoft Office apps, such as Outlook, Word, Excel, Teams, and OneDrive.

ScienceSoft's support agents also administer a total of 13 software solutions from various vendors to assist the candy stores' staff with such tasks as:

• Managing store cameras via the RetailNext service, rendering footage upon request, and retrieving weekly and monthly shopper traffic metrics.
• Setting up, configuring, and troubleshooting the Counterpoint app on POS machines; helping users to navigate the POS system interface; configuring and troubleshooting POS accessories like barcode scanners, credit card readers, and cash drawers.
• Setting up music systems in the stores and managing playlists according to the brand strategy and seasonal events with the help of the Spectrio music portal.
• Monitoring the network status via Nagios and immediately responding to network incidents and downtimes.
• Monitoring smart safes via Amsec.

When remote troubleshooting is not enough, our help desk agents communicate with the solution vendors and support on-site technicians by providing them with details about the equipment and software installed in stores.

100% User Satisfaction Score Among Employees From 70+ Stores

For over ten months, ScienceSoft has provided a premium confectionery retailer with 24/7 omnichannel L1 support with a 30-minute FRT. Our help desk agents handle an average of 400 cases monthly and are responsible for resolving access issues, app installation and configuration, network monitoring, and administration of retail software solutions. Pleased with the consistent 100% user satisfaction score earned by our agents, the Client continues its cooperation with ScienceSoft.

Technologies and Tools

Jira, Gmail, Google Chat, ConnectWise, Google Admin, Microsoft 365 Admin Center, Adobe Admin Console, Spot AI, Nagios, Spectrio, Amsec, Amazon Business, RetailNext, Windstream, Cato, Paycom, Amazon QuickSight.