24/7 L1 Support for Lolli & Pops Results in 100% User Satisfaction
Summary
For a year, ScienceSoft has provided 24/7 L1 employee support to Lolli & Pops, a premium confectionery retailer. Our help desk agents handle an average of 400 cases monthly with a 30-minute FRT, attaining a 100% user satisfaction score.
About Lolli & Pops
Lolli & Pops is a rapidly growing retail chain of high-end confectionery with 70+ stores across the United States. Since its foundation in 2012, Lolli & Pops has been committed to bringing its customers the best sweets from around the world.
Need for 24/7 Help Desk With Solid Technical and Communication Skills
Lolli & Pops was looking for a help desk partner to provide round-the-clock IT support for its candy stores' employees. One of the company’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 experience in IT help desk services, Lolli & Pops partnered with ScienceSoft.
Maintaining a 30-minute FRT (First Response Time), our L1 agents provide 24/7 support to the Lolli & Pops 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, ScienceSoft’s 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.
Norman Paulsen, VP IT & Digital at Lolli & Pops, says:
ScienceSoft took over our helpdesk operations, supporting our stores, frontline workers and corporate staff, with minimal support documentation. Not only were they able to add immediate value but they also helped build out our helpdesk knowledge base, resulting in faster time to resolution and fewer repeat issues. They support a wide range of applications for our team including store surveillance, POS hardware and software, and network monitoring all while maintaining our 30-minute FRT mark. Their dedication to resolving issues has led to a 100% satisfaction rate from Lolli & Pops employees and allows our IT organization to focus on larger digital transformation initiatives. If you're looking for a dependable IT partner, ScienceSoft gets the job done.
Key Outcomes for the Client
- 24/7 L1 support available across multiple communication channels and with a first response time of less than 30 minutes, ensuring that technical issues do not disrupt the smooth operation of the stores.
- A 100% user satisfaction score due to ScienceSoft’s high service quality standards.
- Effective collaboration between ScienceSoft’s help desk team and on-site technicians, ensuring quick resolution of issues with retail equipment.
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.
